Citibank, UK Cutting Ties With E-Serve?
By Medha Bachan in London

After a major reshuffle in Citibank's UK operations one of the first things that the new senior management have put under review is Citibank UK's relationship with Indian BPO company E-Serve.  Citi has moved all priority banking customer service back to the UK after receiving numerous complaints with regards to how calls were being handled and problems being solved. This could be the first step in scaling back the huge contract which Citi UK has with E-Serve.

Tech Goss has learnt that Citi's internal decision is that E-Serve will be given 12 months to fix the problems before terminating the contract with them. This period could have been shorter but huge investments have been made into E-Serve by Citi to set up their BPO services and the Bank has thought it would be prudent to take away the priority banking business first and then review other services.