KR Kamath, chairman and managing director of Punjab National Bank, inaugurated the bank’s state-of-the-art contact centre in Noida in the presence of AC Chugh, general manager (customer care), RS Kumar, general manager (new initiative), SR Sharma, field general manager (Delhi), NK Gupta, deputy general manager (customer care) representing the bank, Elango R, chief human resources officer and Vilas Kanyal, head business development emerging geographic representing M/s Mphasis limited.
The bank has entered in an agreement with M/s Mphasis limited and M/s Aegis limited to set up and manage on its behalf the primary contact centres in Noida and Gurgaon respectively and secondary contact centres (disaster recovery sites) at Mangalore and Bhopal respectively.
By engaging these two service providers, the bank will offer a state-of-the-art Interactive Voice Response System (IVR), 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 — 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.
PNB also launched ‘Festival season bonanza offer 2014-15 on retail loans.’ With improvement in economic activity and revival of sentiments, the Reserve Bank of India expected GDP growth in the current fiscal to go up to 5.5 per cent. To contribute in the growth of GDP and with the onset of Festival season, PNB announced the festival season bonanza offer for retail loans by way of offering housing loan at the base rate that is, 10.25 per cent up to loan amount of Rs2 crore and two wheeler loan at BR plus two per cent, that is, 12.25 per cent and car loan at the rate of 10.65 per cent on fixed basis and 10.50 per cent to better rated borrowers on floating basis. Full waiver of processing fee and documentation charges on housing, car and two-wheeler loan schemes were also announced for the festival.