Andhra Bank is intending to implement a tele-banking and call center solution on a total oursourced model. The bank has sought proposals from service providers for the purpose. The bank felt the need for a call center as it is planning to increase the customer adoption of its delivery channels. The selected service provided will be required to set up, maintain and provide the services of the tele banking and call centre. The selected service provider will be required to design, procure, supply and implement the hardware, applications, software licenses and network at the bank’s data center and DR site, provide the on-going support services for the hardware, applications and network during the contract period and the required number of agents for providing the tele banking and call centre services and get the required connectivity between the data center / DR site and the bidder’s premises. The call center would offer services such as enquiry, basic banking services and transactions, marketing and selling functions, complaints and resolution. The call center will act as a single point of contact for any customer queries.
