Mphasis has bagged a five year deal with Punjab National Bank. As part of the contract the company will set up contact centers in Noida and Mangalore. Mphasis will provide end-to-end Customer Relationship Management (CRM) services. The company will also be offering Inbound Phone Banking, Outbound Calling and Complaints Management. Along with this it will also be giving support for all banking products and services such as deposits operations, core banking processes, lending services, internet banking and account & card related services.
Excited about the deal, Elango R, Chief Human Resources Officer and Head Emerging Geographies Business Unit, Mphasis said, “With heightened customer expectations and strong competition in the marketplace it is imperative for banks to constantly redefine their business models. Our innovative technology-enabled solutions and comprehensive BPO services will help Punjab National Bank to realize tangible outcomes from superior customer experience and engagement. This win is a reflection of our commitment to transform our client’s business.”
The contract also highlight that Mphasis will employ state-of-the-art Interactive Voice Response (IVR) system and a comprehensive CRM solution Advisor 360 which will cater to the bank’s customers, branches and fulfilment requirements across 13 regional circles in India. Moreover, the company will also be providing its services with multiple language support.
Talking about the deal, K. R. Kamath, Chairman & Managing Director, Punjab National Bank said, “At Punjab National Bank, we recognize the crucial role played by technology in providing wider and easier access to banking services across our growing customer base. We are delighted to partner with Mphasis a leader in BPO services, to bring PNB Contact Centre Infrastructure in line with the best-in-class in the Indian market.”
This partnership will prove to be fruitful for both the companies and will further improve the quality of services of the bank.