SBI sets up call centres for NPA recovery

With mounting pressure to set aside substantial amounts each quarter to improve provision cover for bad loans, State Bank of India is using every possible way to step up recoveries from non-performing assets. The country’s largest lender has opened two call centres at Gurgaon and Chennai to deal with NPAs and Special Mention Accounts — those in a zone in between standard assets and NPAs. It has also set up account tracking centres at 14 local head offices. As a step to improve tracking and recovery, the bank has begun assigning SMAs and NPAs to individual staff members. “This step will ensure a sense of ownership in dealing with stress asset cases,” a senior official said.