Overseas Call Centres?

trippy

I am about to renew my car insurance. I have got comparable quotes from Halifax, esure & More Than all within £10 of each other.

The deciding factor will be which of these companies (if any) uses overseas call centres as I avoid these due to poor customer service and claims problems. Can anyone shed any light?

Thanks.

Porker

halifax and esure have indian call centers (although i dont know if halifax use it for insurance), dont know about more than...

HTH

telly-addict

Not a direct answer to your initial post, but an interesting discussion topic...

Norwich Union certainly use overseas call centres for routine processing and claims work.

I would question whether the customer service provided by these overseas call centres is actually any worse than that provided by UK based call centres. Basically in a call centre environment (whether here or overseas) you get a pretty mixed bag of service depending upon the person at the other end of the line. I've had good and bad experiences from both.

Call centres are process driven and are generally pretty efficient at dealing with mundane queries, but if the query falls outside of the process box then that's a different matter.

Whether we like it or not, call centres are here to stay. If we want premiums to remain competitive, then insurers will do all that they can to keep their overheads at a minimum. What the insurers need to do is ensure that there is consistently good service provided by these call centres and the only way to do this is to adequately invest in staff training.

Right, I can get off my soap box now.