A little old lady tried to phone her local bank but was put through instead to the bank's call centre in India. "Is that the High Street branch?" she asked. "No, madam," replied the voice at the other end. "It is now company policy to deal with telephone calls centrally." "Well, I really need to speak to the branch," said the old lady. "Madam, if you just let me know your query, I'm sure I can help you." "I don't think you can, young man. I need to speak to the branch." The call centre operator …