The introduction of an automated answering service for Lloyds TSB PhoneBank customers last year has reduced the number of calls being handled by contact centre staff by 26%.

As a result of the electronic alternative for simple enquiries, the High Street bank said it no longer needs to pass overflow calls to its contact centre in Mumbai.

Sally Jones-Evans, Lloyds TSB telephone banking managing director said: “In the past, calls went through to our Mumbai contact centre when all of our other ten UK centres were busy. We have seen a huge increase in the number of customers using our new automated service which means that the number of overflow calls going into Mumbai has been steadily reducing and it has now got the point that all calls are being comfortably handled by our staff in the UK.”