<<< back Bank 'Spin' Exposed… [12 Feb 2004] Lloyds TSB wants everybody to believe that the reason for closing its Newcastle Call Centre emanates from problems with customer service. A typical statement to MP’s has been: “One of the particular issues that we face in the Newcastle area is that . . . there is a highly competitive market for skilled local staff. As a result, we have found it increasingly difficult to attract and retain staff. Continuity and consistency are key to providing the high level of service that we want to give our customers and we have to address this.” (Eric Daniels) Our research explodes this myth to reveal the following facts… • Pay in the Bank’s Contact Centres has been held down well below the UK average. • In April 2003 the Bank increased the Market Indicator at Newcastle Call Centre at a lower level than at any other contact centre. • As a result staff at Newcastle moved from joint top to joint bottom paid contact centre staff in Lloyds TSB. • A considerable body of research now shows that average staff turnover in Indian Call Centres is higher than in the UK. • Analysts ‘Contactbabel’ (left) point to better customer service in the UK as opposed to Indian Call Centres. We firmly believe that Lloyds TSB has been the architect of its own recruitment and retention problems by holding down salaries and therefore providing the very excuse it needs to transfer work abroad. For more information take a look at our ‘All Members’ newsletter of 6th February 2004. <<< back

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