Lloyds TSB closes Indian call centre
Voice recognition call handling system reduces call volumes
UK bank Lloyds TSB will be closing its Indian call centre after implementing interactive voice recognition software which has reduced telephone enquiry numbers.
A spokesperson for the bank told Computing the Indian call centre which was previously handling the overflow calls from Lloyds TSB’s 10 UK call centres was no longer needed.
‘We rolled out the voice recognition call handling system a year ago and recognised a steady decline in overflow calls to our Indian call centre,’ he said.
Simple statement requests can now be handled electronically and so the call volume can be handled by the bank’s UK call centres alone.
Lloyds TSB’s Indian staff will be given new roles.
‘It’s changing the mix of work our Indian operation is doing which will be more focused on back office roles,’ he said.
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