IT services provider MphasiS has bagged a five-year deal to setup contact centres for Punjab National Bank in Noida and Mangalore.
As a part of this deal, MphasiS would implement ‘Advisor 360’, a customer relationship management suite, in addition to an interactive voice response system across the bank’s 13 regional circles in India.
MphasiS, which is controlled by Hewlett-Packard, would offer services such as inbound phone banking, outbound calling and complaints management for PNB’s customers, it said in a statement.
Financial details of the contract were not disclosed.
MphasiS would provide services in English, Hindi, Malayalam, Kannada, Tamil and Telugu to PNB’s customers, the statement added.
Public sector banks are late entrants to the outsourcing club. They face resistance from employee unions, but are embracing the model to catch up with their private sector competitors and curb bad debts, say analysts.
Aegis, the back outfit of the Essar Group, has been ahead of the curve with deals from PSBs such as Bank of Baroda, Union Bank of India and Bank of India.
The MphasiS scrip was down by 1.32 per cent to close at ₹445.65 on the Bombay Stock Exchange today, while shares of PNB ended 1.7 per cent lower at ₹946.