Bank has introduced Interactive Voice Response (IVR) system to meet various customer needs.
The IVR system has two modules, namely 1. Self-service 2. Service by Phone Banking Officer (PBO). Under the self service option the customer can perform his/her transaction/enquiry on his own without any intervention. For the functions which cannot be performed through self service, the customer can interact with the PBO to get the issues resolved.
Following are the self service facilities available in the present IVR system:
| Self Services Menu Options in the IVR after Selection of Language by the Customers | |||
|---|---|---|---|
| Operation | IVR Option | Customer Input Requirement | |
| 1. Debit Card Blocking/Unblocking | |||
| Debit Card Blocking | 1-1-1 | Debit Card Number & PIN | |
| 1-1-2 | Account Number & Debit Card,PIN | ||
| 1-1-3 | Account Number & TPIN | ||
| Note:Customer may also block the debit card by sending SMS BLOCK XXXX to 9880654321 from his/her registered mobile number where XXXX are the last 4-digits of the debit card. | |||
| Debit Card Unblocking | 1-2 | 16 Digit Debit Card Number Expiry Date(MMYY) Date Of Birth(DDMMYYYY) |
|
| Please Note:Customer has to call from his/her Registered Mobile Number. | |||
| 2. Green PIN /PIN Generation | |||
| 2 | Debit Card Number Expiry Date(MMYY) |
||
| Please Note: Customer can call from any number, OTP need to be entered in the same call. | |||
| 3. Debit Card Related Services | |||
| International Txn Switch On-Off | 3-1 | Debit Card No. and PIN | |
| 3-1-1 | SWITCH ON | ||
| 3-1-2 | SWITCH OFF | ||
| Debit Txn Switch On-Off | 3-2 | Debit Card No. and PIN | |
| 3-2-1 | Transaction Switch ON | ||
| 3-2-2 | Transaction Switch OFF | ||
| Debit Card Limit Change ( Within the default limit of the Card) |
3-3 | Debit Card No. and PIN | |
| 3-3-1 | Desired ATM Limit | ||
| 3-3-2 | Desired POS/ECOM Limit | ||
| Debit Card Status | 3-4 | Debit Card Number | |
| Debit Card Txn Complaints | 3-5 | Call will be transfer to Phone Banking Officer | |
| Debit Card Txn Complaint Status | 3-6 | Complaint Number | |
| 4. Account Related Information | |||
| 4-1 | Debit Card No. & PIN | On Authentication Balance Will be Played |
|
| 4-2 | Account No. & TPIN | ||
| Balance | 4-1-1/ 4-2-1 |
Current Balance will be played to the Customer | |
| For Balance Enquiry, Customer may also dial 1800-425-1445 from his/her registered mobile number | |||
| Last 5 Transactions | 4-1-2/4-2-2 | Last 5 Transactions will be played to customer | |
| For Mini Statement, Customer may also dial 1800-425-1446 from his/her registered mobile number | |||
| Account Statement | 4-1-3-1 or 4-2-3-2 |
Today’s Statement | By E-Mail or POST option to be selected |
| Statement for 30 days | |||
| Customer may also view the Account info using MPassBook App available in Android or iOS | |||
| Cheque Status Enquiry | 4-1-4-1 or 4-2-4-2 | Cheque Number | |
| Cheque Stop Payment | 4-1-5-1 or 4-2-5-2 | Cheque Number | |
| Cheque Book Request | 4-1-6-1 or 4-2-6-2 | Request will be taken and mail will be sent to the branch | |
| 5. Internet Banking | |||
| Existing Customer | 5-1 | ||
| Request for Offline Password | 5-1-1 | Debit Card & PIN or Account Number & TPIN, Customer ID Mobile Number |
|
| Blocking of ID | 5-1-2 | Debit Card & PIN or Account Number & TPIN, Customer ID, Mobile Number |
|
| User ID Status | 5-1-3 | Debit Card & PIN or Account Number & TPIN, Customer ID, Mobile Number | |
| Login Related Problems | 5-1-4 | Account No./Customer ID | |
| Online Payment Queries | 5-1-5 | Account No./Customer ID | |
| Password Generation Issues | 5-1-6 | Account No./Customer ID | |
| NEFT or Fund Transfer Issues | 5-1-7 | Account No./Customer ID | |
| For Any Other Issues | 5-1-8 | Account No./Customer ID | |
| Non-Existing Customer | 5-2 | ||
| 6. Mobile Banking | |||
| Existing Customer | 6-1 | ||
| For Login Related problems | 6-1-1-1 or 6-1-2-1 | Account No./Mobile No. | |
| MPIN Related problems | 6-1-1-2 or 6-1-2-2 | Account No./Mobile No. | |
| J2ME Related problem | 6-1-1-3 or 6-1-2-3 | Account No./Mobile No. | |
| Transaction Related problem | 6-1-1-4 or 6-1-2-4 | Account No./Mobile No. | |
| IMPS Related problem | 6-1-1-5 or 6-1-2-5 | Account No./Mobile No. | |
| For any other issues | 6-1-1-6 or 6-1-2-6 | Account No./Mobile No. | |
| Non-Existing Customer | 6-2 | ||
| 7. TPIN/Phone Banking PIN Generation | |||
| TPIN Generation | 7 | Account Number & 4-Digit TPIN of Customer’s Choice | |
| 8. I-Hundi(Donate to Temples) | |||
| Step-1 OTP Generation | 8-1 | Debit Card No. & TPIN or Account No. & TPIN | |
| Step-2 Donate after OTP Generation | 8-2 | 16-Digit Account Number from which Amount to be debited | |
