Project

Title: Increasing Importance of call centers in Banking Industry

and Customers perception towards it.

Table of Content
Abstract
Chapter 1: Introduction
1.1. Aim of the Research
1.2. Research Objective
Chapter 2: Literature Review
2.1. Service Industry
2.2. Customer expectation
2.2.1. Customer Service
2.2.2. Customer Perception of Services
2.2.3. Change in Outlook
2.3. Service Quality
2.3.1. Satisfaction
2.3.2. Benefits of Service Quality
2.3.3. Customer Satisfaction
2.3.4. Excellent Service and Customer Delight
2.4. Customer Relationship Management (CRM)
2.5. Call centre
2.5.1. Call centre and Customer satisfaction
2.5.2. Customer satisfaction is all about resolution
2.6. Financial Industry in India: An Overview
2.6.1. CRM in Banking Industry
2.6.2. Implementing CRM in Banking Industry
2.6.3. Six Business Imperatives for a Successful CRM Strategy
1

2.7. ICICI BANK: An Overview

2.7.1. Highlights of ICICI
2.7.2. CRM in ICICI BANK
2.8. Methodology
2.9. Conclusion
Chapter 3: Research Methodology
3.1. Introduction
3.2. The Purpose of the Study
3.3. The Objectives of the Study
3.4. The Research Process
3.5. Research Methodology
3.6. Technique of research
3.7. Research Design
Chapter 4: Analysis
4.1. Combined Analysis of the Data Collected
4.2. Contribution of Call Centers
4.3. CRM Management in ICICI Bank through Call Centers
4.4. Steps taken by the Banking Industry to Improve the CRM through
Call Centers
Chapter 5: Limitations and Further Research
5.1. Recommendations
5.2. Suggestions to the Banks for improving CRM
Chapter 6: Conclusion
References
Appendix