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BPO services provider Aegis Ltd has signed a 5—year contract with Punjab National Bank (PNB) to provide multi—channel Customer Lifecycle Management support.
Financial details of the deal were not revealed, however, industry sources said it is worth over Rs 200 crore.
Also, in a first for a BPO services provider, Aegis —— an Essar Group firm —— will support and manage the Pradhan Mantri Jan Dhan Yojna (PMJDY) contact centre on behalf of PNB.
As part of the contract, Aegis will provide multi—channel Customer Lifecycle Management support for banking products and services like deposits operations, core banking processes, lending services, internet banking and account and card related services for PNB, the firm said in a statement.
“The scope would also include supporting and managing PMJDY contact centre on behalf of PNB. This would be the first customer contact centre institutionalised by a Public Sector Bank for the PMJDY,” it added.
“This partnership with PNB is focused around improving operations, enhancing customer experience and bringing in innovation while reducing costs,” Aegis Global CEO Sandip Sen said.
Aegis will manage PNB’s end—to—end customer lifecycle value chain, including multi—channel customer on—boarding and service operations, data management and collections.
It will also provide customer relationship management (CRM) platform, customer grievance resolution module and customer intelligence.
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