In the wake of technological advancements, customers are expecting more from the banking industry. Mobile and Internet banking are popular transaction channels. However, they require that banks innovate new customer engagement models that deliver seamless multi-channel experience. In addition, a stronger regulatory environment is also making banks continually overhaul systems, mitigate risks, lower costs and focus on growth opportunities. To manage expectations, banks will need to innovate and transform themselves to prepare for the future. Focus areas for banks include developing customer-specific distribution channels (mobile, online, physical branches), simplifying business and operating models, obtaining customer intelligence proactively and managing risks. IDBI Intech Limited (Intech) has been in the business of setting up and managing Call Centres for almost a decade now. We help our clients to improve their topline, enhance customer experience and enable efficiency in operations. We had set the National Contact Centre for IDBI Bank in 2007. It has now grown into a 280 seater centre located at Navi Mumbai, with its DR location at Hyderabad. We had also set up a Contact Centre for Central Bank of India in 2011 and at present it is operational with 200 seats. We have also setup and continue to operate a 20-seater call centre in Mumbai for IDBI Capital. All the call centres provide 24 X 7 services and are ISO 9001:2008 certified. We provide end- to-end services, right from recruitment of calling agents, training them, handling Inbound calls, IVR functions, Customer Segmentation, arranging infrastructure etc.