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NU backs India to boost service standards

Norwich Union has revealed plans to expand its call centres in India despite its recent decision to move more jobs back to the UK.

Aviva-owned NU rejects accusations it has performed a U-turn and says it is committed to its Indian operations. It says offshoring has played a key role in improvements to service levels which have been criticised in the past.

The group has moved 150 roles to the UK from India since 2005 but plans to expand call-centre staff in India from 6,500 to 7,800 this year.

Spokesman James Evans says: “We are committed to our call centres in India. Customers with queries on Aviva’s reattribution process are going through call centres based in Chennai in India and it is working very well. Since we expanded our operations in India, our service levels have significantly improved.”

Anand Associates financial architect James Brooke says: “From an adviser’s point there are good and bad parts to more offshoring. The good part is that generally there will be somebody available to speak to for more hours of the day. The drawback is that IFAs use a lot of jargon in their dayto-day business and the average Indian may not understand this jargon.”

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