After core banking, PSU banks open call centres for better customer reach

A number of public sector banks are in the middle of setting up call centres this fiscal. This follows the implementation of core banking solution, which provides a centralised database and allows banks to deploy this new channel for customer service. The country’s largest bank, State Bank of India, which already has a call centre, is planning to expand its capacity in a big way. Union Bank of India, Punjab National Bank, Corporation Bank and Bank of India are in the final stages of setting up their captive BPOs, senior officials from these banks. So far, banks like SBI, Corporation Bank and Bank of India had outsourced call centres, which largely handle product and ATM-related queries. “In the next three months, we plan to introduce a few more products on the call centre platform,” according to a senior SBI official. Corporation Bank, the first public sector bank to bring all branches on the core banking platform, has a call centre, which services its credit and debit card clients. “The blueprint is ready for our own customer-management call centre, which we will launch soon,” said a high-ranking Corporation Bank official