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UK bank reverts call centre from India

Financial major Santander has announced that it is closing its call centres in India and bringing it back to the UK since it was the main demand of its customers.

twitter-logo PTI   London     Last Updated: July 8, 2011  | 15:08 IST

Financial major Santander has announced that it is closing its call centres in India and bringing it back to the UK since it was the main demand of its customers.

It is the second British company to bring back its call centre work from India this month.

New Call Telecom, which competes with BT and Sky to offer home telephone services, broadband and low-cost international calls, earlier said it was bringing back its outsourced work from India because operating there was no longer cheap.

Santander chief executive Ana Botin told the BBC: "This is what our customers have told us is the most important factor in terms of the satisfaction with the bank, and we have listened to them and decided to bring all of our retail call centres back from India."

Many British companies outsourced work to India where costs were low.

But in recent years, increasing prices in India have made it a less attractive option than retaining the work in the UK, according to reports.

New Call Telecom is opening a call centre in Lancashire after being attracted by low commercial rents and cheap labour costs.

New Call's chief executive, Nigel Eastwood, said: "We did a cost and service analysis of returning home and there was an absolute parity between what we are paying for a third-party call centre in India and here in the UK."

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