Union Bank of India has launched its Advanced Call Centre at Powai.
M. V. Nair, Chairman and Managing Director of the Bank said, "This is another decisive step in the direction of fulfilling our Brand Promise of providing choice of multiple delivery channels to the customer. This call centre is a full fledged delivery channel enabling transactions to be effected."
The Bank has chosen IBM as its technology partner in this endeavour. The Advanced Call Center is envisaged as a one-stop shop for various banking needs, be they transaction oriented or enquiry related.
Apart from acting as information touch point for the public and other users, this Advanced Call Center will offer Union Banks customers with a superior banking experience, round the clock, through world-class technology.
This will help customers to transact with their Bank through all channels of delivery available in the market starting from Branch Banking and moving along the technology chain to ATM Banking, Internet Banking, Mobile Banking and now to this versatile Phone Banking channel.
The center has an outlay of 70 agents who will interact with the customers through e-mail, chat and phone, both for inbound and outbound activities.
The agents are supported by a comprehensive online knowledge base to provide customers upto date information on the banks products and services. Initially the services will be offered in Hindi and English languages with plans to subsequently add seven other regional languages.
Union Banks Advanced Call Center is a full-fledged delivery channel unlike the normal Call Centers, which act just as a medium of communication with the organisation without any empowerment of decision-making. At the Advanced Call Center of Union Bank Of India, the customers will be able to conduct their business transactions also relating to Bill Payments requests, Account transfer requests, Deposit Creation requests, and Demand Draft / Bankers cheque requests from the comfort of their offices / homes.
M.V. Nair, Chairman and Managing Director, Union Bank of India said, "This is another step in our transformation process set in motion more than two years ago. Technology has been leveraged to centralize various processes thereby enabling branches to function more as sales and service outlets. The change initiative involving technology, people and processes is aimed at bringing the customer to centre stage. The customer can choose from a variety of channels so that he can bank when he wants in the manner he wants."
Kumar Karpe, Country Manager, Financial Services Sector, IBM India/ South Asia commented, "At IBM, we understand that banks need to reduce costs, increase revenue, build loyalty and retain customers in this increasingly demanding environment. On the other hand, we also understand that customers require banking services as flexible and responsive as their own demanding lifestyles. To stay competitive, banks must provide innovative ways to balance these needs. Advanced Call Centers are pivotal for banking as they balance cost and customer intimacy."
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