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News : IndusInd Opens Video Call Center in India
July 24, 2014 -- Banking isn't what it used to be. The advent of technological innovation in the banking industry has transformed the Indian banking consumer's life like never before. Today, consumers use smartphones and social media platforms to money transfers--a far cry from when you had to stand in a queue for everything.
Hinduja-owned IndusInd Bank underwent a complete transformation in 2008 when Romesh Sobti took over as its managing director. Today, the bank offers its customers a number of facilities to make their banking experience easier. It has over 573 branches and 1,055 ATMs spread across 392 locations in the country, as well as initiatives such as 365-days banking, choice money ATM facilities, cash-on-mobile, and quick redeem service. Despite that, every year, IndusInd Bank leverages one technology or another to create richer customer experience.
This year, the bank is betting on a video lab, which was launched in June. The video lab puts some of the banks call centers on steroids, by allowing customers to interact with the bank over video."Customers do not have the time to visit branches. The video branch is an effort to give the power back to its customers, and offer a new service under our theme of Responsive Innovation', says Sanjay Jaiswal, CIO, IndusInd Bank.
Once a customer is authenticated, their call is routed to a video branch executive based on the language preference they select (there's an option of seven languages).Then customers can avail of IndusInd's many phone banking services via video chat with a contact center executive. The video branch allows customers to connect with a branch manager or a relationship manager for a one-to-one meeting. The video app also allows customers and agents to share their desktops and laptops to ensure transparency. If, for example, a customer is not sure an agent has understood her request, she can request for a screen share, so that she can view the agent's screen and vice versa."We utilized the best agents from our voice contact centers; they understand basic processes, systems, as well as all our banking products. We provided them with etiquette and behavioral training, how to conduct video chats," says Sumant Kathpalia, head-Consumer Banking, IndusInd Bank.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Customer Satisfaction
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About IndusInd Bank:
IndusInd Bank Limited is a Mumbai based Indian new generation bank, established in 1994. The bank offers commercial, transactional and electronic banking products and services.
Published: Friday, July 25, 2014