ALTERNATIVES TO OVERSEAS OUTSOURCING OF CALL CENTRES

Motion Text

That this House congratulates the decision of Alliance and Leicester, the Royal Bank of Scotland, Nationwide and The Co-operative Bank to reject the option of transferring call centre business to countries with cheaper labour costs; notes the recent study that concluded a 25 per cent. loss of quality of response could be identified when such outsourcing has taken place; and urges the Department for Trade and Industry to work with the industry to focus on quality improvement and development in the call centre industry in the United Kingdom.