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MORI poll attracts extensive media interest…
[04 May 2004]
The Evening News in Scotland reported on LTU’s survey and highlighted the fact that 55% of Scottish customers would consider switching banks if Lloyds TSB’s outsourcing plans proceed. They said…- Banks ring up trouble on overseas call centres…
A SURVEY commissioned by the trade union representing Lloyds TSB staff shows widespread opposition from customers to having their banking handled abroad.
The Mori poll shows 55 per cent of customers in Scotland would consider switching their banking arrangements to another bank rather than having their accounts managed in India.
Lloyds TSB, which owns Scottish Widows, has offices in Edinburgh and employs more than 3000 people in Capital.
This would be equivalent to Lloyds TSB losing 7.8 million accounts to those of its competitors that have committed themselves to operating from the UK, such as Royal Bank of Scotland (including NatWest) and Halifax Bank of Scotland
Lloyds TSB’s Scottish Widows operation - predominantly based in Edinburgh - announced last week an initial pilot of 50 jobs were being transferred to India later this year, with hundreds more to follow.
Another survey, this time the Alliance & Leicester, claims only five per cent of people are happy to have their bank account serviced by an overseas call centre.
About 87 per cent of people said they would not be happy having to speak to someone abroad about their account, while some nine per cent said they had no preference.
People’s main concern about call centres going abroad was the threat to British jobs, with 82 per cent citing this as a worry, while 78 per cent were worried about communication problems.
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