News : RSA Brings 350 Call Centre Jobs Back to the UK
Oct 18, 2013 -- RSA, motor and home insurers is closing Indian call centres and bringing all of its "customer-facing" roles back to the UK.
RSA - formerly Royal & Sun Alliance and home to the More Than brand - is creating 350 jobs through the switch at sites in Sunderland, Liverpool and Halifax, the bulk of which will be filled internally by staff in the UK that were facing redundancy.
The first 100 claims-handling roles were transfered back to the UK this month, trade magazine the Insurance Times said yesterday.
John Elliott, RSA's personal lines customer services director, said: "The Indian teams are brilliant at following process and transactions. But for a company trying to go from good to great service, we need consistency and excellence.
"The missing ingredient has been culture, and that's something we haven't been able to recreate in India. There are parts of the market that don't feel reassured dealing with somebody overseas, wherever it is."
RSA admitted there were other teams that would remain in India to deal with queries about billing, but they would only be talking to staff in the UK business.
The switch is the latest move to repatriate services from the sub-Continent.
Posted by Veronica Silva Cusi, news correspondent
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Published: Monday, October 21, 2013