State Bank of India has revamped its customer call center by introducing a new contact center that will offer over 30 banking solutions in 12 languages and will be available around the clock.
Currently, the Contact Center handles 1.5 crore calls monthly, with 40 percent self-service via IVR, and the rest handled by over 3500 telecaller representatives operating through 4 toll-free helpline numbers.
Customers can use various services related to accounts, ATM cards and Check books, Emergency services (ATM cards or digital channel blocking), access to digital products and support, product information, etc., the bank said.
“We see the Contact Center not just as a service channel but as the Bank’s new (virtual) 18th circle that will drive business objectives,” said SBI chairman Dinesh Khara.
“Banks get higher conversions on pre-approved loan offers with contact center reach. In addition, the reach of central collections has improved asset quality by reducing slippage. This effort has transformed the Contact Center into a Profit Center”, he added. (End)