Customer service problems in India force firms to recall jobs

Insurance
group Axa has recalled a number of outsourced positions in Bangalore, India to
its office in Leicester.

The
company, which had previously been one of the most bullish outsourcers, brought
back several jobs from its PPP Healthcare division after it found that it was
taking too long for personnel in India to process work for its small business
customers.

The
move comes as some experts have warned that the risks of outsourcing may
outweigh the benefits.

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Last
week it was reported that credit card company Capital One had scrapped a
contract with one of India’s largest call-centre operators. Dell, the computer
manufacturer, has also repatriated jobs by ending contracts to offshore some
helpdesk operations.

By Mike Berry