ICICI Bank's new retail mantra: Customer Service

ICICI Bank's new retail mantra: Customer Service

BS Reporter / Mumbai March 9, 2007

ICICI Bank, after aggressively growing its retail loans book over the last five years, is now banking on a reworked business model that seeks to focus on customer service and tapping the opportunities offered by the less affluent in urban areas.

The bank has launched a "First Call Resolution" initiative that seeks to resolve queries at the first contact. The bank claims the move has increased the percentage of customer issues resolved at the first instance to 93% from 72% about six months ago.