Norwich Union has pledged not to transfer any more call centre jobs to India - but insists the insurance company is not planning a mass relocation back to Britain.
Last month the company confirmed that it had switched some of its Indian call centre work back to the UK following complaints from customers. But it will still use India as an offshore location.
Chief executive Simon Machell has described the current 7,800 employees in India as “the right level”, arguing that customer satisfaction levels were the same whether their calls were handled by call centres in India or the UK.
“If we believed we had a huge problem, it would not make business sense to keep going with it,” he said. “I would admit we have the odd person who has issues, but that's the same with UK centres.”
He said running an overseas centre was about 40 percent cheaper than in the UK and that Norwich needed these savings because of the hugely competitive insurance market.