Friday, May 16, 2008

Lloyds TSB offshores IT, not call centre

An interesting article on Finextra about Lloyds TSB offshoring 450 IT jobs.

What it makes it interesting is that Lloyds TSB has opted not just to keep its contact centres onshore, but create new contact centre jobs onshore.

I've covered this in past posts like "Onshore still growing - Lloyds TSB" but it makes clear that if customer service is important, then onshore has a lot of attractions. Interestingly, I was in a presentation from a senior Lloyds manager on Wednesday and he was explaining that the contact centre (especially the self-service part) is very well regarded by their customers.

The bigger issue here is whether you view contact centre as a cost or part of your brand. I've talked about this before (e.g. "Is cost a contact centre issue or a symptom?"), but it's an issue that still isn't well understood. My view is that if part of your organisation is going to interact with customers regularly and represent you to them, then managing that part as a cost centre is not sensible. If consumers form their impression of you from direct experience, then vast amounts of marketing spend will struggle to overcome that.

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