The Reserve Bank of India (RBI) has issued guidelines instructing banks to enhance customer service by using regional languages based on local needs.
Minister of State for Finance, Pankaj Chaudhary, noted that banks should establish board-approved policies to manage this, including displaying information in multiple languages, providing service booklets, and ensuring all banking materials (e.g., forms, passbooks) are available in Hindi, English, and regional languages.
Additionally, multilingual contact centers are in place to assist customers. The RBI emphasized that communications must be issued in a trilingual format, and Public Sector Banks (PSBs) are advised to recruit Local Bank Officers to improve customer interactions in local languages.
Customer Service Associates (CSAs) must now also pass a Local Language Proficiency Test relevant to their posting area, enhancing service delivery in regional languages.
Source – sarkaritel.com
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