FSA warns on overseas call centres - papers 5 May 2005

The warning is contained in a report into increasing use of offshoring, which also points out that turnover at India-based operations is approaching UK levels, while managers are starting to demand salaries comparable to those in the UK. Demand for labour is so high in Indian cities such as Mumbai, that workers there have little incentive to stick with one employer or agree to lower salaries, the report adds. The FSA says that in general the level of quality of service provided from such offshore call centres is good, and that most companies involved have put in place “appropriate ris...