State Bank of India has updated its customer hotlines by presenting a new contact centre that will provide over 30 banking services in multiple languages and will be accessible 24/7.
As of Today, the Customer Support manages 1.5 million monthly contacts, of which 40% are self-serviced via IVR and the remainder are handled by over 3K customer support agents leveraging 4 toll-free helpline lines.
The bank stated that customers have access to a variety of services pertaining to their accounts, ATM cards, and cheque books, Emergency services (ATM card or digital channel blockage), access to digital products and support, product information, etc.
“We view the Contact Center not only as a service channel, but also as the Bank’s new 18th (virtual) circle,” SBI chairman Dinesh Khara stated.
“The bank’s conversion rates for pre-approved loan offers are increasing as a result of contact centre outreach. In addition, the collection outreach of the centre has increased asset quality by minimizing slippages. These initiatives have turned the Customer Service center into a profit centre, he continued.