On the streets where we live

As head of the largest high-street broker in the UK, Swinton managing director Patrick Smith has unsurprisingly strong views on the advent of call centres in India, compared with the shop-front model the broker has made such a success over the years.

Mr Smith says that market research the company conducted found consumers were not keen on dealing with them. "I believe in providing a good service. But the transactional nature of the offering means that an Indian call centre can't create an empathy

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