Norwich Union dismisses India call centre criticism - Brand Republic News - Brand Republic

Norwich Union dismisses India call centre criticism - Brand Republic News - Brand Republic: "Norwich Union dismisses India call centre criticism
by Alex Donohue Brand Republic 26-Mar-07, 14:15
LONDON - Norwich Union has rubbished claims made in the UK press that it has experienced a major downturn in performance levels at its Indian call centres and that it is being investigated by the Financial Services Authority about the safety of customer data abroad.
According to weekend reports, Norwich Union is set to lose £10m from 'poor service levels' at its Indian operations, and could receive a hefty fine from the FSA for 'breaching obligations'.
A Norwich Union report on call centre standards was leaked to the press, sparking criticism over the firm's management of customer service levels and data security.
Norwich Union has reacted strongly to the claims and dismissed reports it is being investigated by the FSA, over breaking regulations, as "nonsense".
A spokesman for Norwich Union said the India report was "one of hundreds that are produced every year. The Financial Mail has chosen to focus on operations in India, if this report was about Manchester or Liverpool it would have been ignored.
"We have had no problems with fraud at our Indian call centres and we are not anticipating any issues with the FSA."
The criticism of Norwich Union coincides with a report that was recently issued by the FSA into performance levels at insurance call centres.
Norwich Union recently transferred around 150 jobs from its Indian operations back to the UK."