SBI Chairman Unveils Next-Gen Contact Center For Personalised Customer Experience

SBI Chairman Unveils Next-Gen Contact Center For Personalised Customer Experience: State Bank of India (SBI) has improved its Contact Centre service to provide a more personalised client experience. The redesigned Contact Centre will set a new industry standard by offering 30+ financial options in 12 languages, 24 hours a day, 7 days a week. To further ease the process, the bank has created easy-to-remember 4-digit toll-free numbers (1800-1234 or 1800-2100).

Key points about the Contact Center

• Under Project Dhruva, a journey to redesign and construct a next-gen Contact Center began in 2021.
• The Contact Centre handles 1.5 Crore calls every month, with 40% handled by IVR and the balance handled by around 3500 tele-caller representatives working through four toll-free helpline numbers.
• Customers can get a variety of services such as accounts, ATM cards, and cheque books, emergency services (ATM card or digital channel blocking), access to digital products and assistance, product information, and so on.
• The updated Contact Center will offer more than 30 banking options, available 24/7 from home, in 12 different languages. To further streamline the procedure, the bank has created 4-digit toll-free numbers (1800-1234 or 1800-2100).
• The Contact Center will serve as the Bank’s new 18th (virtual) circle, driving corporate objectives, in addition to serving as a channel for customer care. With the Contact Center outreach, the bank is seeing greater conversion rates on pre-approved loan offers. Additionally, through lowering slippages, the center’s collection outreach has raised asset quality. Through these efforts, the Contact Center has become a Profit Center.
• SBI has given all customer service agents streamlined scripts and soft skill training tools so they can properly handle the majority of banking inquiries over the phone. The bank intends to investigate integrating cutting-edge AI/ML-based technology in the future, such as conversational IVR and speech bots.

About SBI

• The largest commercial bank in terms of assets, deposits, branches, clients, and personnel is State Bank of India.
• It is the biggest mortgage lender in the nation and has so far helped over 30 lakh Indian families realize their dream of owning a home.
• Among all banks worldwide, SBI also has the most Facebook and Twitter followers.
• It has its headquarter in Mumbai.
• The current chairman of the State Bank of India is Dinesh Kumar Khara. He is the chairman of SBI since 7 October 2020.
• The normal term of office is three years, however it can be extend by an additional two years. Only Raj Kumar Talwar and Arundhati Bhattacharya’s term as chairpersons were extended.
• Arundhati Bhattacharya was the first female chairperson of SBI and is still the only woman to have held that position to date.
• SBI has many taglines: A Bank Of The Common Man, Pure Banking Nothing Else, The Banker To Every Indian, The Nation Banks On Us, With You All The Way, You Can Always Bank On Us.