State Bank of India (SBI) is planning to set-up a 24-hour call centre for providing banking-related services for its retail banking customers.
The call centre, which is to be outsourced to begin with, will be operational in the next financial year.
According to the bank’s deputy managing director-IT, RN Ramanathan: “The call centre would serve as an interface for the bank’s retail customers. Any technical queries and assistance in employing the bank’s retail channels, like automated teller machines (ATMs), internet banking channels, payment cards and issues related to core banking solution (CBS), which is being implemented for networking the bank’s branches across the country, would be routed through the call centre.”
The call centre will have an initial seat capacity of 100-200, and the bank will gradually scale it up, as its business expands, and more number of branches are brought under as CBS widens.
Of its extensive network of 9,039 branches, the bank has already implemented CBS with respect to 821 branches.
Meanwhile, the bank clocked a growth of 31.46% in its retail loan portfolio so far, over the start of the current fiscal. Retail advances constituted 25.17% of the bank’s gross domestic advances, as on December 31, 2004.