Mortgage industry will not outsource customer services offshore - HML

It says this bucks the trend in the wider financial services industry described by Deloitte in its latest study. In its survey of 62 financial institutions, Deloitte found 70% of all financial institutions already outsource some of their business processes to offshore locations, up from just 26% in 2003. The study concludes that up to 20% of companies’ cost base is expected to be transferred to offshore locations by 2010, displacing 2 million financial services jobs by the end of the decade. HML’s managing director Steve Haggerty says: “There is clearly a growing trend towards outsourci...