Proactive Customer Engagement via Centralized Call Centre Qorus-Infosys Finacle Banking Innovation Awards 2025

Our innovation project focuses on enhancing customer engagement and regulatory compliance through a centralized bank call centre. The key objectives are to follow up with customers for upgrading SMA and NPA accounts, updating CKYC, RE-KYC, and nomination details, and creating awareness about unclaimed deposits. This initiative was driven by the need to improve customer service, ensure regulatory adherence, and reduce financial risks. Unlike traditional call center's that mainly handle queries, our approach is proactive and compliance-oriented, setting us apart from competitors. Inspired by regulatory guidelines, industry best practices, and customer feedback, the project involves collaboration between Retail Banking, Recovery, Compliance, IT, and Branch Operations. Early results show improved response rates for KYC updates, better follow-up on stressed accounts, smoother data coordination, and increased customer awareness—demonstrating the effectiveness of our approach.