Contact Centre - Customer Care (2024)

Contact Centre

Contact Centre

SBI Contact Centre: Available at your service – Anytime, Anywhere

SBI Contact Centre (i.e. SBI Helpline) serves you a bouquet of services round the clock in your preferred language*

Customers in India can access SBI Contact Centre services from their place of convenience and at their preferred time just by dialling the SBI toll-free Helpline numbers illustrated below:

*Currently, the Contact Centre serves in 12 languages i.e. Hindi, English, Telugu, Bengali, Tamil, Kannada, Marathi, Malayalam, Odia, Gujarati, Assamese and Punjabi.

Contact Centre Services (Inbound)

CONTACT CENTRE: LIST OF 40 SERVICES
DIAL 18001234 । 18002100

Contact Centre Outbound services

List of Outbound services available through Contact Centre

• Awareness calls through voice blast to the borrowers on 20, 10 & 3 days prior to the due date of payment of dues.
• Agent calling & voice blast for Pre-approved Personal Loan (PAPL) for handholding the customers for availing this digital loan.
• Agent calling & voice blast for Pre-approved Business Loan (PABL) for handholding the customers for availing this digital loan.
• Agent calling for Insta Home Top up loan (IHTL) for handholding the customers for availing this digital loan.
• Voice blast & agent calling for Pre-approved 2-Wheeler loan (PA2WL) for handholding the customers for availing this digital loan.
• Agent calling for handholding the customers for completing loan application in case of leads dropped-off from OCAS & Click 2 Call (for all products) & YONO (HL).
• Agent calling to customers interested in availing Credit Cards, Mutual Funds, Life Insurance, General Insurance, Demat Accounts.
• Voice blast & agent calling for activating YONO application to inactive users.
• Agent calling to corporates for registering on MCA site for opening Current a/c with our Bank
• Facilitating borrowers to pay overdue/EMI amount using UPI, Debit Card, other Bank’s INB through ePay Payment Gateway using a payment link shared by the Contact Centre agents during the collection call
• Agent calling to customers for upgrading their Current a/c with our Bank
• Agent calling to CSP customers for: (i) Welcome, (ii) Information for INB/YONO set up, (iii) Information about the family benefits, (iv) feedback, (v) Information about the investment set up
• Agent calling to customers for availing Home Top Up Loan from our Bank
• Agent calling to Savings Bank customers likely to close their a/c or become inoperative with significant decline in the transactions count and amount
• Agent calling to CSP customers who have made investment/ availed loans from other banks / Financial Institutions (FIs) to cross/upsell
• Voice blast to customers for Pre-approved Car Loan (PACL), Calls of interested customers, pressing 1 are transferred to agents on a real time
• Agent calling to customers for completing CKYC by visiting the nearest Customer Service Point
• Agent calling to customers without YONO/INB facility, for availing PAPL through Contact Centre; Sanction & disbursement is effectuated on ‘Unique code’ based consent

Other services through dedicated Toll-free numbers

The Contact Centre services can also be availed by calling +91-80-26599990 (toll number). Our overseas customers can make use following International Toll Free Numbers (ITFNs) that serves 20 countries, for details refer below:

Apart from calls, you can also send your queries to the Contact Centre by emails at the following email id. contactcentre@sbi.co.in

Never respond to any email, phone call or SMS, no matter how appealing or official looking, seeking your personal information such as ATM PIN, ATM Card details, Password, User Name, etc. Such communications are sent by fraudsters to trick you into parting with your credentials. State Bank or any of its representative will never ask you to download any third-party application on your Mobile, Tablet, laptop, desktop or any other electronic devices.

Please report immediately on report.phishing@sbi.co.in if you receive any such email/SMS or Phone call.

Privacy Statement

The origin of State Bank of India date back to 1806 when the Bank of Calcutta (later called the Bank of Bengal) was established. In 1921, the Bank of Bengal and two other Presidency banks (Bank of Madras and Bank of Bombay) were amalgamated to form the Imperial Bank of India. In 1955, the controlling interest in the Imperial Bank of India was acquired by the Reserve Bank of India and the State Bank of India (SBI) came into existence by an act of Parliament as successor to the Imperial Bank of India. In the Indian Financial world, SBI is synonymous with trust and security.

In line with recognized International Practice and for the information of customers and others who visit the Bank's website we believe it is necessary to post a privacy statement. The information shared with the Bank will be treated as private. We also desire to say explicitly that adequate precautions have been taken to protect information relating to customers and their dealings with the Bank from the mischievous and the fraudsters.

Customer confidentiality and privacy is of utmost concern to SBI. Our employees treat the information concerning your accounts in the same responsible and confidential way that we want our own financial affairs to be treated.

By using PAPL facility, you agree to our use of your personal information in accordance with this Privacy Statement, as may be amended from time to time by us at our discretion.

1. Recognition of your expectation of privacy

We recognize that our customers expect privacy and security for their personal and financial affairs. We understand that, by selecting us for your banking needs, you have entrusted us to safeguard your personal financial information. We want you to be informed of our commitment to protect the privacy of your personal financial information with the following privacy principles and practices.

2. What personally identifiable information is collected from you?

We do_not collect any information from the customer over the call except confirming the name from the recipient of the call to ensure and authenticate that conversation is happening with right party for providing Pre-Approved Personal Loan (PAPL) through Contact Centre. SBI does not ask for OTP and advises not to share with anybody.

3. How we use, collect, and retain customer information

We collect, retain, and use information about you only when we reasonably believe that it will help administer our business or provide products, services, and other opportunities to you. We collect and retain information about you only for business purposes.

4. We use information to:

• Open and administer your accounts and to protect your records and funds.
• Comply with all applicable laws and regulations.
  Help us design or improve our products and services for your benefit.
• Understand your financial needs so that we can provide you with quality products and superior service.
• To comply with laws, guidelines and regulations that govern the financial services in the country.

5. How we keep customer information accurate

It is in your interest, and it is our objective to have accurate, current and complete information concerning you and your accounts. We have strict procedures that our employees abide by to meet this objective. While some procedures are required by Central, State laws or RBI regulations, we have implemented additional procedures to maintain accurate, current, and complete financial information including processes to update information and remove outdated information. If you believe that we have incorrect information about you or your accounts, please email us through the feedback mechanism provided on the website or modify the profile information on the site as permissible. We will correct any erroneous information as quickly as possible.

6. How we limit access to customer information by our employees/ Contact Centre.

We have procedures that limit access to personally identifiable information to those employees/ Contact Centre with a business reason for knowing such information about you. We educate our employees on their responsibility to protect the confidentiality of customer information and hold them accountable if they violate this privacy policy.

7. Our security procedures to protect customer information

We follow best security practices to help prevent unauthorized access to confidential information about you.

8. How we restrict the disclosure of customer information

SBI does not release customer information except as directed by law or as per your mandate. We do not share specific information about customer accounts or other personally identifiable data with non-affiliated third parties for their independent use unless:

• The information is provided to help complete a transaction initiated by you;
• You request or authorize it;
• The disclosure is required by/or directed by law; or
• You have been informed about the possibility of such disclosure for marketing or similar purposes through a prior communication and have been given the opportunity to decline.

9. By formulating and disclosing our privacy policy to you, we want you to understand our commitment to personal privacy.

• A potential customer who inquires about our products and services or who would like a copy of our privacy policy
• A customer who has established a relationship with us.
• A potential customer who has applied for a loan
• A visitor to SBI's web site.

10. If you have any questions or concerns about this privacy policy, please write to us at AGM, Contact Centre Outbound, SBI, “C” Wing Mittal Tower, Nariman Point, Mumbai-400021..

11. Privacy policy is on SBI's web site

For each visitor to SBI's web site ( https://bank.sbi/ )

12. Other information about our web site

a. Children visiting SBI's web site : We are confident that parents will not judge any of the information provided by SBI as objectionable for viewing by their children.

b. Links to or from SBI's web site : SBI is not responsible for information practices employed by web sites linked with our web site. Generally, links to non-SBI web sites are provided solely as pointers to information on topics that may be useful to users of SBI's web site.

c. Encrypted information: Information provided by you on SBI's web site is encrypted or scrambled in order to secure information.

13. Privacy policy is subject to change periodically.