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Saturday, September 5, 2009
Girish: We have all been talking about the customer. I am wondering whether this same thing can work for the bank's employees? Can they call up, integ
Posted by Tip at 5:44 AMNandan: In our bank we have a model, RLF (retail loan factory). In that we have telecallers. Their job is to solicit business. Technology provides you with so many tools to make use of. We had two options for the telecallers, especially after the DNC restrictions came in. One was to withdraw the telecallers and transfer them to a branch or whoever might need them. Through technology, my callers have access to all accounts. They then call up customers to remind them about certain things.
Sarang: In such cases, people tend to give direct line to the tclecaller and the latter pick up the number and dial. If you look at the dialing pattern, then there is some right time to call the customer. There are various softwares that help in dialing but also hand over the phone after connecting. So if a telecaller calls up 60-65 customers per day, with this application they can call about 90 customers. There are intelligent things built in this application. If you have called the customer 4 times and 3 times during working hours he was not available, then next time you call him only after working hours.
Karthikeyan: We are in a situation that we have entered today. Unless we are able to personally go and knock at his door and remind him that there is an outstanding due, and as far as PSU banks are concerned I don't think the method of telecalling is going to work in India. If you call him more than 3 to 4 times, I am sure he will complain about harassment. Let us be aware of what we are talking about when we say phone banking.
Sarang: In such cases, people tend to give direct line to the tclecaller and the latter pick up the number and dial. If you look at the dialing pattern, then there is some right time to call the customer. There are various softwares that help in dialing but also hand over the phone after connecting. So if a telecaller calls up 60-65 customers per day, with this application they can call about 90 customers. There are intelligent things built in this application. If you have called the customer 4 times and 3 times during working hours he was not available, then next time you call him only after working hours.
Karthikeyan: We are in a situation that we have entered today. Unless we are able to personally go and knock at his door and remind him that there is an outstanding due, and as far as PSU banks are concerned I don't think the method of telecalling is going to work in India. If you call him more than 3 to 4 times, I am sure he will complain about harassment. Let us be aware of what we are talking about when we say phone banking.
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