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Boost for insurer's Indian call centres
October 1 04
The performance of Norwich Union's call centres in India is satisfactory, cost-effective and as good as British sites, a new report claims.
Research conducted by reporters of the Eastern Daily Press newspaper found that Indian call centres were both satisfactory and cost-effective.
Reporters called up Norwich Union and its main competitor Churchill, which has all its call centres in Britain, to get a car insurance quote.
Some calls were directed to Norwich Union's call centre staff in India and others to Glasgow or Liverpool.
All the reporters succeeded in getting quotes, although the costs sometimes varied wildly for the same level of cover, and concluded that calls to Norwich's Indian centres could take a long time, with several misunderstandings over language and accents proving hard to decipher at times, but the information was correct.
The newspaper also reported that Indian call centre staff seemed eager to please by offering cut-price rates and free products, and had a parrot-like obsession with the Norwich Direct catchphrase "Quote Me Happy".
Norwich Union sparked controversy when it transferred thousands of jobs to new call centres in Bangalore and New Delhi.
Customers had written to the newspaper saying that Indian staff were hard to understand and did not have enough knowledge of the UK motor industry.
The insurer's Simon Machell was quoted in India's Navhind Times newspaper as saying: "As our Indian workers are getting more experienced, they are getting better at handling the calls, although we do not let them on the phones unless they can have an acceptable conversation with the customer.
"We're very happy with how the Indian centres are performing."
© DeHavilland Information Services plc, 1998-2003
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