HSBC has reacted to falling customer satisfaction among small businesses by answering more calls at its centre in Leicester rather than passing them to India. Even credit card customers and home owners are unhappy with calls from India, or telephone calls answered in India. The bank said its Indian call centre would now only be used for small business queries when no staff in Britain were available within a reasonable time.

Reaction from the union in the U.K. was not immediately available but union leaders protested when jobs were initially outsourced to other countries.

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