Santander on shores call centres

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A topic from News & Current Affairs: Business

laresFri 08/07/11 22:55

"Santander's new boss in the UK, Ana Botín, will close all of its Indian call centres and redirect all calls to Britain as part of a drive to improve customer service at the rapidly expanding high street bank.

The move comes after the Spanish-owned bank topped complaints tables compiled by the Financial Services Authority and customer research found they regarded Indian service centres as one of their biggest frustrations.

Call centres were created in Bangalore and Pune in India in 2003, before Abbey National was bought by Santander and at a time when other organisations, including banks, insurance groups and company finance departments, were trying to cut costs.

Lloyds Banking Group has already moved its call centres back to Britain in response to complaints."

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