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BoM to outsource contact center

Bank of Maharashtra has decided to outsource the management and operations of its 24×7 contact center, Mahaseva. The center at present is operating in Pune with a capacity of 22 agents shift wise. The bank is currently handling calls in the range of 2700 to 3000 on daily basis and it provides information on all the products and services of the bank and on internet banking and ATM related issues as well through inbound/outbound calling and mails. Customer care executives also make outbound calls for facilitating the branches to contact customers for selling products. The center also provides an interactive voice response (IVR) facility for registered customers. The bank is planning to outsource the operations of the center with a view to further improve its services.

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