Customer Interactions :
Achievement of Contact policy defined
Call handling as per defined standards.
100% accurate resolution on Calls received at the VRM desk.
Promoting Digital Banking services for better customer service experience.
Capturing of customer interaction. .
Accurate logging and resolution of complaints
Achievement of portfolio parameters :
Ensure that the VRM meets the defined objectives of the Portfolios raced under VRM program.
Sales : (Through calls and customer interactions)
Increase liabilities size of relationship
Penetration of products across family groups.
Sales across all product segments-TPP, Assets, Cards etc
Increase portfolio size through grouping options
Enhancing customer wallet size
Carry out out-calling to the portfolio customers as per defined process.
Carry out continuous customer engagement to the assigned portfolio.
Carry out profiling of customers and carry out cross-servicing of the identified service products.
Attrition control of customers
Call Quality :
To achieve Quality benchmarks defined from time to time.
Exceptional / Very Good rating in Service Quality audit/checks.
First Call Resolution 90%( for non-complaint calls)
Process Compliance :
Ensure adherence to process and audit requirements.
Ensure accurate and timely submission of financial transactions.& requests
Adherence to set processes of updating customer interactions in CRM next.
To ensure accurate and timely reporting of MIS as circulated.