Podcast
Questions and Answers
Which IVR service is NOT available for customers with multiple CIFs?
Which IVR service is NOT available for customers with multiple CIFs?
Which of the following technological improvements is associated with 'Project Dhruva'?
Which of the following technological improvements is associated with 'Project Dhruva'?
What is a self-service option offered through the contact centre?
What is a self-service option offered through the contact centre?
Which service specifically requires the calling number to be linked to a single CIF?
Which service specifically requires the calling number to be linked to a single CIF?
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What aspect does not contribute to accelerating digital adoption in the contact centre?
What aspect does not contribute to accelerating digital adoption in the contact centre?
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Which helpline number is dedicated to Home Loan inquiries?
Which helpline number is dedicated to Home Loan inquiries?
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Which of the following geographical locations is NOT mentioned as hosting a contact center?
Which of the following geographical locations is NOT mentioned as hosting a contact center?
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What system do agents use to assist customers after validation?
What system do agents use to assist customers after validation?
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Which self-service mode option is NOT indicated for customers to block on the Dhruva platform?
Which self-service mode option is NOT indicated for customers to block on the Dhruva platform?
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Which of the following is NOT an outbound service enabled under Project Dhruva?
Which of the following is NOT an outbound service enabled under Project Dhruva?
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Study Notes
Helpline Numbers
- PMJDY Helpline: 1800 1100 01
- FASTAG Help: 1800 1100 18
- Home Loan Helpline: 1800 1200 18
- ITRO Helpline: 1800 4259 760
- SBI Yono Helpline: 1800 1111 01
- Pension Helpline: 1800 1100 09
- GST Helpline: 1800 1120 17
- PSB/DSB Helpline: 1800 1111 03
Contact Centre Locations
- Contact centres located in Vadodara, Bangalore, Agra, and Kolkata.
- First contact centre established in Bangalore in 2005.
Technology and Platforms
- Contact Centre run by Teleperformance, a French conglomerate.
- Project Dhruva aims to enhance customer experience and includes improved agent performance and digital adoption.
Inbound and Outbound Services
- Inbound services under Project Dhruva include better resolution for customer calls and higher self-service levels.
- Outbound services focus on driving sales of digital journeys, collections for pre-delinquency, and accelerating digital adoption.
Technological Improvements
- Enhanced call handling capacity, better connectivity, and reduced drop-offs.
- Increased security and encryption levels implemented.
IVR Services
- Available IVR services through Contact Centre include:
- Account balance and last 5 transactions (RMN)
- Blocking of Debit/ATM Card (RMN)
- Debit Card Reissuance (RMN)
- Green PIN Generation (RMN)
- Deposit/Loans Interest Rates (specific to single CIF linked to the number)
Simplified IVR Services for Multiple CIFs
- New IVR services include:
- Account Balance & Last 5 Transactions (RMN)
- Blocking of Debit/ATM Card (RMN)
- Debit Card Tracking (RMN)
- Cheque Book Tracking (RMN)
- Status of Complaint (RMN & Non-RMN)
- Account Statement (Non-RMN)
High Risk Products for Pre-Delinquency
- Identified products: Home Loans, Personal Loans, Auto Loans, and Education Loans.
Benefits for Branches
- Reduced customer footfall, allowing focus on business mobilization.
- Improved customer service and significant reduction in complaints.
Service Availability
- ATM Card Issuance services available for cards blocked in the last 6 months.
- Contact Centre handles customer inquiries in 12 languages.
Benefits of New Contact Centre
- Reduced drop-offs, faster connectivity, improved call quality, enhanced customer experience, decluttering branches, increased customer loyalty, and lower service costs.
Customer Identification Details
- Customers must provide Registered Mobile Number, Date of Birth, and last four digits of account number when calling from a non-registered mobile number.
Other Terms
- DEMS stands for Desktop Enterprise Middleware System.
- IVR services available 24/7 with real-time assistance.
- QRC stands for Query/Request/Complaint.
- Customer awareness can be improved through Branch Standee displays.
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Description
Test your knowledge on various helplines including PMJDY, FASTAG, and SBI Yono. This quiz will help you familiarize yourself with important contact numbers for essential services. Challenge yourself and see how many you can remember!
