multifunctional ATMs where you can deposit your school fees, take a statement, etc. They are available with manufacturers. But are the PSU banks going

Deepak: I say that in future there will be just one handheld device that will do everything for you. All you transactions will be taken care of. In future we will have young tech savvy customers. They would not like to visit your branches and face you. Even for opening of an account, give them the device and it would do everything for them. They can do everything via electronic media. ATM will only be for cash, and even that be rarely used when your handheld can do everything for you.
Manoj: What about customer acquisition?
Sridhar: There was a time when customer relationship was done only through branch banking. With technology growth and a newer form of lifestyle, it became difficult to come to the branch. That's why phone banking is a great help. The advancements in mobile technology are also helping and people are conditioned to using the phone for their transactions. That is why the banks have been able to do at least 15% of their business over the phone.
Girish: We have all been talking about the customer. I am wondering whether this same thing can work for the bank's employees? Can they call up, integrate with the banking system thus leading to a better productivity?
Nandan: In our bank we have a model, RLF (retail loan factory). In that we have telecallers. Their job is to solicit business. Technology provides you with so many tools to make use of. We had two options for the telecallers, especially after the DNC restrictions came in. One was to withdraw the telecallers and transfer them to a branch or whoever might need them. Through technology, my callers have access to all accounts. They then call up customers to remind them about certain things.
Sarang: In such cases, people tend to give direct line to the tclecaller and the latter pick up the number and dial. If you look at the dialing pattern, then there is some right time to call the customer. There are various softwares that help in dialing but also hand over the phone after connecting. So if a telecaller calls up 60-65 customers per day, with this application they can call about 90 customers. There are intelligent things built in this application. If you have called the customer 4 times and 3 times during working hours he was not available, then next time you call him only after working hours.
Karthikeyan: We are in a situation that we have entered today. Unless we are able to personally go and knock at his door and remind him that there is an outstanding due, and as far as PSU banks are concerned I don't think the method of telecalling is going to work in India. If you call him more than 3 to 4 times, I am sure he will complain about harassment. Let us be aware of what we are talking about when we say phone banking.
Manoj: So Nandan, you said you had this choice of disbanding telecallers but you continued. So what changed that they could be effective?
Nandan: We didn't want to withdraw them in totality. We reduced the number. Telecalling cannot be the only remedy for
recovery. It is a supplement. We have all types of customers. A gentle reminder and they come and pay. Some customers don't pay after repeated reminders. One yardstick cannot measure all. You will be surprised that our delinquency ratio is very Jow.
Manoj: Do you use telecalling mostly for recovery or even for cross-selling?
Nandan: It is for all. Normally 60 calls per day is the yardstick.
We will be very happy to implement some better technology that Sarang was talking about. If calls can go to 80 from 60, we will be happy to implement, but everything comes at a price.
Sarang: There has to be an RoI for the investment.
KK Sharma: Change is always there. Two areas they need to work on, is data mining and CRM. But it is not happening and lots needs to be done. This could be one area, if developed, then we could make the customers stick to the bank.
Avinash: Outbound telecalling is regulated by TRAI. RBI regulates only the recovery calls. For these people you need to have a CRM. For that you need data collation. After data collation, you need to slice the data. Till you know what segment is using, it is useless. Along with the KYC, if banks find out about disposable income, family size, life pattern, etc, then these things will be handy in building up a database. Right now if you are generating KYC from routine banking, then you need the mobile numbers of customers.
Nandan: You have raised the phenomenal growth of cell phones to factor in authentications. If a mobile number is not present in your records, then two-factor authentication cannot happen. We are facing the brunt of cyber crimes. To bring in security, you need to bring in two-factor authentications. Without this, you are exposed to lot of risk. Two factor can come through the cell phone.
Manoj: So why not look at incoming calls?
Nandan: Each bank is looking at having a call centre. If you have an outsourced call centre, then how much data access can you give them? I have studied this in detail because I am also in charge of the alternate service in my bank. Call centres set up by various banks were doing only outbound calls. 1 have yet to see one handling inbound calls. But, phone banking will playa major role in the future.