Esure has joined the growing list of insurers closing down their call centre operations in India, according to reports.
In an article in the Mail on Sunday, chairman Peter Wood cited poor service standards in the decision to shift the company's call centre operations back to the UK, some two years after setting up the centres.
With customers abandoning esure due to inadequate services being offered by the India-based call centres, Wood said that they had no option.
“Customers are everything,” he told the newspaer. “And if they don't like it, I'll change to what they want.”
In November, Insurance Times reported that the online insurer had set in motion plans to relocate its operations back to the UK. Commenting at the time, Wood said that, while Indian call-centre employees were excellent at keeping to the script and conforming to FSA regulations, they could be deficient in flexibility and cultural understanding.
