Tuesday, September 19 2006 11:16 Hrs (IST) - World Time -

London: Insurance major Aviva has reaffirmed its faith in India's call centre industry by ignoring a report critical of off-shoring to India and announcing plans to outsource 1,000 more jobs to India and abolish 4,000 jobs in Britain.

The plans, announced earlier this week, have infuriated trade unions, which have accused the company of treating customers with 'callous disregard' even though an industry survey has reportedly found that 51 percent customers were 'appalled' by call centres outside Britain.

The British media carried reports about the industry survey but did not specify who carried out the survey, commissioned by Aviva in 2005.

Figures based on the survey's findings have been published in the news media, according to which nearly 87 percent of respondents to the survey insisted that call centres were not good for the British economy.

Only 28 percent thought that using them would result in cheaper insurance premiums.

The survey also found that 56 percent of consumers believe that they receive an inferior level of service from a call centre based outside Britain. Only five percent expected better service.

Trade unions are now gearing to lobby with the Department of Trade and Industry. "We are going to do whatever it takes, including putting political pressure on them," an Amicus spokeswoman said.

Amicus trade union's national organiser David Fleming used the un-sourced figures to claim that they proved that Aviva allegedly had a contemptuous attitude to staff and customers alike.

"This shows the priority for Aviva is shareholders, not customers," he said.

The unions are not ruling out industrial action and are considering raising funds for a campaign to boycott Aviva products. The unions are also seeking urgent meetings with Aviva, but no date has yet been set.