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Saturday, September 5, 2009
Manoj: Do you use telecalling mostly for recovery or even for cross-selling?
Posted by Tip at 5:50 AMNandan: It is for all. Normally 60 calls per day is the yardstick.
We will be very happy to implement some better technology that Sarang was talking about. If calls can go to 80 from 60, we will be happy to implement, but everything comes at a price.
Sarang: There has to be an RoI for the investment.
KK Sharma: Change is always there. Two areas they need to work on, is data mining and CRM. But it is not happening and lots needs to be done. This could be one area, if developed, then we could make the customers stick to the bank.
Avinash: Outbound telecalling is regulated by TRAI. RBI regulates only the recovery calls. For these people you need to have a CRM. For that you need data collation. After data collation, you need to slice the data. Till you know what segment is using, it is useless. Along with the KYC, if banks find out about disposable income, family size, life pattern, etc, then these things will be handy in building up a database. Right now if you are generating KYC from routine banking, then you need the mobile numbers of customers.
Nandan: You have raised the phenomenal growth of cell phones to factor in authentications. If a mobile number is not present in your records, then two-factor authentication cannot happen. We are facing the brunt of cyber crimes. To bring in security, you need to bring in two-factor authentications. Without this, you are exposed to lot of risk. Two factor can come through the cell phone.
We will be very happy to implement some better technology that Sarang was talking about. If calls can go to 80 from 60, we will be happy to implement, but everything comes at a price.
Sarang: There has to be an RoI for the investment.
KK Sharma: Change is always there. Two areas they need to work on, is data mining and CRM. But it is not happening and lots needs to be done. This could be one area, if developed, then we could make the customers stick to the bank.
Avinash: Outbound telecalling is regulated by TRAI. RBI regulates only the recovery calls. For these people you need to have a CRM. For that you need data collation. After data collation, you need to slice the data. Till you know what segment is using, it is useless. Along with the KYC, if banks find out about disposable income, family size, life pattern, etc, then these things will be handy in building up a database. Right now if you are generating KYC from routine banking, then you need the mobile numbers of customers.
Nandan: You have raised the phenomenal growth of cell phones to factor in authentications. If a mobile number is not present in your records, then two-factor authentication cannot happen. We are facing the brunt of cyber crimes. To bring in security, you need to bring in two-factor authentications. Without this, you are exposed to lot of risk. Two factor can come through the cell phone.
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