IT services provider Mphasis will set up contact centres in Noida and Mangalore for Punjab National Bank (PNB) as part of a five-year contract to offer end-to-end customer relationship management (CRM) services for the bank.
Announcing the signing of a strategic deal with PNB, the company, on Thursday, said in-bound phone banking, out-bound calling and complaints management formed part of the services. The scope includes extending support for all banking products and services such as deposits operations, core banking processes, lending services, Internet banking and account and card-related services.
It will implement an Interactive Voice Response System, and a comprehensive CRM solution Advisor 360 to cater to the customers and branches across the bank’s 13 regional circles. The services are to be provided in multiple languages through the centres.
Mphasis Head, Emerging Geographies Business Unit, R. Elango, said the contract was a reflection of its commitment to transform the client’s business. The bank’s Chairman and Managing Director, K. R. Kamath said the bank wanted to bring its contact centre infrastructure in line with the best-in-class in the Indian market.
