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Bank of Baroda to outsource contact centers

Bank of Baroda intends to expand its contact center capacity from the present level of

350 agents to 600-700 agents in a phased manner and also to outsource the operations to a service provider, who can establish two centers – one at Gandhinagar in Gujarat and another in a south Indian city. The bank wants to enhance its capability to handle more calls and provide more services through various channels, as an omnichanel contact center. It aims to expand the scope of services through inbound/outbound calls, webchat, video chat, email management, co-browsing, voice/SMS blasters etc. It has sought offers from service providers, who can operate these two centers and also additional centers in case the bank wants to have them as it expands its operations. The scope of functions/work/solutions to be covered by the selected service provider are classified as: inbound calls, outbound calls, multilingual, self service functions through multilingual IVR, differential offering basis customer segmentation, sales, service, transaction, activation, retention, recovery, grievance handling, marketing, surveys etc contacts, web chat/video chat/email, co-browsing, etc.

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