IndusInd Bank Growth and Risk Management
High customer connect - Member helpline evolving with times
0000
Excellent
Good
Average
Poor
Member calls MHL Helpline
Agent wishes the caller and takes brief
on query/complaint/request
Agents check details in CRM and other
applications. Provides resolution and
closes the call
Effective system in place to
receive and resolve client
complaint on time
IVR in 8 vernacular languages
Enquiries
Resolutions
FAQ's
Product updates
If unable to resolve, select status as
open and closes call by giving tickets
no. and TAT and ends call
Follow up team extracts open tickets
from CRM and escalates to concerned
SPOCS for resolution
MHL PROCES
Customer outreach
Voice blast to customers
• Jingle through voice blast / IVR
Traditional village announcements
Wall paintings
Follow up team shares resolutions
received from concerned SPOCS with
MHL team
Proposed service
initiatives to improve
information access
Loyalty Programs
• Customer profiling
Value based segmentation
Customized programs
Agent makes out call to the member
and informs about the resolution and
closes the call
IndusInd BankView entire presentation