IBM Helps Axis Bank Transform Its Contact Centre

IBM has announced that it has been engaged by Axis Bank in a large project to provide more efficient customer care services to its customers. Axis Bank is an Indian private sector bank, which provides solutions including checking accounts, loans, credit cards, investments, and insurance.

IBM will consolidate and manage the contact centre operations from the bank’s existing 58 regional asset centers to a single mortgage contact centre. The contact centre will cater to inbound voice and email communications from bank customers. Axis Bank expects to benefit from additional potential revenue generated as a result of cross selling or up selling services or applications at the consolidated mortgage customer care centre.

“We evaluated various companies and found that IBM understood our requirements best and was able to demonstrate true value and a partnering approach that gave us the confidence to entrust this critical operation to them,” said Jairam Sridharan, Senior Vice President, Consumer Lending, Axis Bank. “We chose the IBM solution to consolidate our contact center operations because of the company’s proven expertise and experience in this field and its commitment to a solution that maintains the right balance between quality of service and price.”

“As one of the fastest growing banks in India, Axis Bank was looking to transform their customer care and back-office functions to global standards and found that the IBM team possessed the capability and experience to help them achieve this,” said Anuj Kumar, Director, Global Process Services, IBM India and South Asia. “IBM’s position in the market helped us develop a strong relationship with the bank’s decision makers and create a partnership based on mutual value.”