Is The End Approaching for Failing Foreign Call Centres ......

Today Esure announced that they are ending their contracts with their out-sourcing centres in India.

I'm not sure if this is a direct result of much of the constant agnst amongst the UK based employees.

Things haven't been great since Esure moved work to India, too many problems caused by the fact the staff just don't know the job. Language barriers and also the fact that customers are continuously complaining and overseas agents are making silly mistakes, although I have no doubt that the company made great savings when the insurance market hit a bit of a troft. Long term though I feel that this was going to cost more as we have recently seen a trend where by we have been awarding customers compensation and writing off huge ammounts of money due to advisor error corrections.

I feel that Esure along with other UK companies including Abbey and Direct Line have taken a step in the right direction and I hope many other companies follow suite. Unfortunately I don't see many more companies putting customers wishes before profits.

We live in hope.