IBM has been engaged by Axis Bank in a project to provide more efficient customer care services to its customers. IBM will consolidate and manage the contact center operations from the bank’s existing 58 regional asset centers to a single mortgage contact center. The contact center will cater to inbound voice and e-mail 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 center.
“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.
“”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.