New Delhi: Earlier this week, public sector banks were getting aggressive on credit cards. As a sequel to this, CNBC-TV18 finds that banks such as Bank of Baroda (BoB), Punjab National Bank (PNB), and Union Bank have even started setting up in-house call centres.
"Good afternoon sir, I am calling from Bank of Baroda, are you interested in a home loan?" Yes, you heard it right. That was a Bank of Baroda call centre employee aggressively selling her bank's loan.
Other PSU banks like Union Bank and Punjab National Bank have facilities where customers can call in with queries and these banks are now converting them into full fledged call centres that will also make calls to sell all kinds of retail products from home loans, personal loans to education loans.
And these call centers are not outsourced ones, they are manned by the bank's own staff, who according to the management have very enthusiastically taken to their new role of proactive selling.
Deputy General Manager, Bank Of Baroda, Ajai Kumar says, "We have got tremendous response from our staff, we have not outsourced any thing, they have been trained in marketing and are very enthusiastic."
State Bank of India has outsourced its in-bound facility to MphasiS but is still looking at setting up in-house local call centers to tap customers.
What's more, PSU Banks have the advantage of a larger work force, and therefore, it becomes much easier for them to have a dedicated sales team and a strong back end processing center.
PSU banks may have realised the power of calling customers a bit late in the game, and door to door service, speedy loan approvals may not suit their traditional image of being laid back, but private and foreign banks need to beware, because PSU banks may be soon catching up.
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