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Contact Centre – an e-Channel for Banking Service Delivery

The banking had been built on relationship of mutual trust and confidence. While routine services of Bank can be made available through machines using technology, customers tend to feel comfortable in interacting with bankers for their banking needs.   

Contact Centre is a delivery channel which bridges the gap between the technology and customer and provides benefits of technology to customers. Its aim is to provide most of the banking services through telephone channel, with the help of technology, thereby improving convenience to the customers. 

 
How to connect with contact centre:
All customers or members of general public except PMJDY customers and other Financial Inclusion scheme can connect with Contact Centre by dialing the Toll Free Number 1800 22 33 44 or 1800 102 44 55 from anywhere in the country. The call is not chargeable to the caller.
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(for all customers except PMJDY customers and other Financial Inclusion scheme)

Dedicated Toll free no. for Pradhan Mantri Jan Dhan Yojana (PMJDY) customers and other Financial Inclusion scheme. 1800 102 77 88
 
Contact Centre availability

Contact Centre services available throughout the year without any holiday.

 
Timing

Type of Services

Available during

Services through IVR using Telephone Personal Identifiation Number(TPIN) i.e. without the help of Contact Center Agent.

Round the Clock

Services through Agents

Hotlisting of Debit Call( to use this service please select node no1 after selecting language)

Round the Clock

Webchat facility for general Queries.

Round the Clock

All Other Services except Services referred above( to use this service please select node no5 after selecting language )

Round the Clock

All Other Services Except services refered above

6AM to 10PM

Services through IVR is available for customer having TPIN

 
Caller Identification:

Caller will input the Account number through his / her telephone keypad. The IVR identifies the customer and passes on the information to CRM to popup the customer dashboard. The Telephone Personal Identification Number (TPIN), a four digit numerical password, is used as security verification code for verifying the caller. For those customers who do not possess the TPIN, a procedure Session Verification is adopted to identify and verify the customer for the current session.

 
TPIN generation: 
Customer can generate the TPIN online over telephone. Customer will call the contact Centre, through his / her Registered mobile phone and verify themselves through a set of verification questions. Subsequently, customer will be led to generate their TPIN for themselves in the same session. Once a customer generates the TPIN, then he / she will be in position to avail the services of contact centre without any hassle of verification. He can also use the services provided through IVR round the clock. 
 
Services provided by the Contact Centre: 
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* Hotlisting of Debit Cards / Webchat for General queries are available 24 x 7

Services Underlined are also available through IVR round the clock.

General Enquiry services are also available for Non-customer
  • Web chat services provided by Banks Contact Centre are only for general queries.


  • For account related queries please use the services of agent / Interactive Voice response (IVR) by calling toll free number given above.


  • Dont disclose any personal detail e.g. User ID, Password, Tracker ID, MPIN,OTP,TPIN etc. during any chat session even if requested.


  • This facility is available in English only.


  • Web chat services would be available round the clock 24 x 7.



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