Customer Engagement:

- Continuous engagement with the portfolio customers mapped as per the contact policy, with accurate & complete capture of interaction details.

- Call handling as per defined standards.

- Accurate resolution for customer queries.

- Promoting Digital Banking services for a superior customer service experience.

- Profiling of customers in order to aid the right cross-servicing of Bank products

- Accurate logging and resolution of complaints.

- Attrition control of customers.

- Regular interactions with the customers and proactively assessing customer needs.

- Deepening relationships by cross-selling 'sticky products' like Demat, Bill Pay, Advisory, etc.

- Ensure portfolio quality of relationship while racing considering eligibility.

- Monitor large amount movements and account closure from the deposit accounts.

- Ensure retention of customers.

Achievement of portfolio parameters :

- Meet the defined objectives of the Portfolio managed by the respective VRM.

Sales :

- Right cross-sell of products basis profiling and engagement.

- Penetration of products across groups.

- Sales across all product segments-TPP, Assets, Cards, etc.

- Acquiring & grouping all related IDs of the Primary ID.

- Use of triggers to track the maturity of FDs, movement of CASA balances etc. and prevent outflow.

- Ensure Staff is trained on product knowledge and requisite certifications.

- Income to be generated at a customer level.

Interaction Quality :

- Achieve Quality benchmarks defined from time to time.

- Complete and accurate capture of call interactions, including profiling thereby aiding relationship management.

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