K.R.KAMATH,CMD,PNB INAUGRATES BANK’S STATE-OF-THE-ART CONTACT CENTRE AT NOIDA

New Delhi : Shri K.R. Kamath, Chairman & Managing Director of Punjab National Bank, inaugurated the Bank’s State-of-the-art Contact Centre at NOIDA in the presence of Shri A.C. Chugh, General Manager (Customer Care), Shri R S Kumar, General Manager (New Initiative), Shri S.R. Sharma, Field General Manager (Delhi), Shri N.K. Gupta, Deputy General Manager (Customer Care) representing the Bank and Shri Elango R, Chief Human Resources Officer and Shri Vilas Kanyal, Head Business Development Emerging Geographic representing M/s Mphasis Limited.

The Bank has entered into an agreement with M/s Mphasis Limited and M/s Aegis Limited, to set up and manage on its behalf the Primary Contact Centres at NOIDA and Gurgaon respectively and Secondary Contact Centres (Disaster Recovery Sites) at Mangalore and Bhopal respectively.

By engaging these two service providers Bank will offer a state-of-the-art Interactive Voice Response System (IVR System), end-to-end Customer Relationship Management (CRM) services that include Inbound Phone Banking Services, Outbound Calling and complaints management. The scope of services shall include all banking products, such as deposit operations, lending services, internet banking services, account and card related services. Services will be provided in multiple languages viz., English, Hindi, Malayalam, Kannada, Tamil and Telugu through their strategically located Centres in North and South. Thus, customers of the bank can not only interact with the representatives of Contact Centres round the clock in Hindi and English but also in other important regional languages, which will go a long way as establishing lasting relationship with the customers.