India’s third largest private sector lender, Axis Bank, has
started a project with technology vendor IBM with the aim of
providing better customer service by managing and
consolidating the contact centre operations.
The project aims to consolidate the lender’s existing 58
regional asset centres to a single mortgage contact centre.
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The consolidated contact centre will cater to inbound voice and
email communications from Axis Bank customers, according to
IBM.
Axis Bank aims to benefit from “additional
potential revenue generated as a result of cross selling or up
selling services or applications at the consolidated mortgage
customer care centre”.
Senior vice president for Axis Bank consumer lending, Jairam
Sridharan, said:
“We evaluated various companies and found that
IBM understood our requirements best and was able to demonstrate
true value and a partnering approach that gave us the confidence to
entrust this critical operation to them.”
Axis Bank has more than 1,390 branches and
7,500 ATMs across India.
