Mr. Viral Shah 
Principal Officer, NJ Advisory Services Pvt Ltd.

Mr. Viral Shah has been preparing various strategies for PMS investment. Prior to joining, NJ Advisory Service Pvt Ltd., he worked as Research head at NJ India Invest Pvt. Ltd. and looked after mutual fund research, portfolio review and managing portfolio of NJ group companies and select corporate clients.

Viral: 0n 31st July, India's key indices closed at an all time high of over 11,356 for NIFTY 50 and over 37,606 for BSE Sensex. The past year has seen these benchmarks rising sharply from ~9,600 and ~30,000 levels for Nifty and Sensex respectively, to the current levels. Not surprisingly, the past year has been a rollercoaster ride for these benchmarks, often making newspaper headlines and attracting our attention.

There is positive sentiment in the markets, the indices are breaking their own records and things are going great but amidst this wonderful scenario, the mutual fund investor is left with one big question -

 

When markets rising, why is my mutual fund investment falling?”

This is one common question that we have from our financial advisors, since the mutual fund NAV's aren't following the rising curve of the key benchmarks. The primary reason at the root of the quandary is discussed herewith. The table shows average returns data of Large Cap and Diversified mutual funds over the last 6 months and 1 year periods pitted against the benchmark.

Mutual funds category 6 Months 1 Year
Large Cap funds (-) 3.00% 8.40%
Multi Cap funds (-) 6.08% 7.07%
Mid & Small Cap funds (-) 12.12% 4.53%
Nifty 50 TRI 2.59% 14.09%

Source: NJ Internal. As of 30 June 2018.

As we can see, lately the Large Cap, Multi Cap and Mid Cap mutual fund schemes, all have underperformed the key benchmark, Nifty 50 TRI. This difference in returns is puzzling for most investors, and it is natural because most of us do not really understand the reason for this difference. Mutual funds, with all its benefits viz. diversification, superior stock selection, professional management, etc., are expected to deliver alpha performance over benchmarks. But looking at the present scenario, not surprisingly, most of the investors are in a dilemma with respect to their investments.

Understanding the difference in returns:

If we want to put it in one line, it'll be like – 'the markets are largely driven by a handful of stocks and the broader markets have not performed as well as the top few, in the recent past'.

In an attempt to decode the phenomenon, we broke the performance drivers of the Nifty benchmark to understand it better. Here are the key findings of this study, done for the period ending 30th June, 2018 for one year & 6 months periods.

In the graph below, the Y axis represents the absolute contribution of a particular stock to total Nifty returns. The X axis is the spread of all the stocks which formed part of Nifty, sorted in decreasing order of their contribution to Nifty returns.

Source: Blooomberg. As on 30-06-18.

As can be clearly seen, the few stocks contributing the maximum to total returns are concentrated at the beginning of the curve.

We have put the above chart in figures, for the one year period:

  1. Of all the stocks forming part of the Nifty, only 35 stocks contributed positively to the Nifty. The negative stocks took away an absolute 4.1% of the returns from positive stocks, which totaled 18.2%.

  2. The returns from the top 3 performing stocks alone contributed an absolute ~7.4% of the entire Nifty returns of 14.09%. Their average weight in Nifty was much less, about 22.4%.

  3. The top 7 performing stocks contributed nearly 13% absolute to the entire Nifty returns meaning thereby that the remaining all stocks cumulatively only managed to add ~ 1% return to the Nifty.

Even for the six month period, similar returns attribution can be seen, with even higher concentration of few stocks in the positive line. It is interesting to note that, for the 6 month period, only 20 stocks contributed positively and their returns totaled 8.65%. The rest of the stocks took away an absolute ~ 6% from the Nifty returns for the final Nifty returns of 2.59%. The top performing stock alone was responsible for 53% of the net returns.

The primary reason - behind the gap between the markets and mutual fund returns, is very simple - a few big stocks have driven the returns of the index. Had it not been for the few top liners, the Nifty too would have delivered negative returns in the 6 month period and flat returns over the longer period under observation. Without the few performing stocks, the Nifty returns would have either matched or rather underperformed Mutual Funds. Hence, in the recent past, few investors have made returns while most investors are left unimpressed with their investments' returns.

Q: What makes the composition of mutual funds different from indices?

Viral: One question that may arise in our minds is, What's the composition of the stocks in the index, like Nifty, and how is a mutual fund scheme different. The point to note here is that a theme driven fund has a much larger universe of stocks available for selection. For a large cap fund, the fund manager is free to choose from the top 100 stocks on basis of market cap. The fund manager makes his selection with the objective to generate better returns in the long term and with appropriate diversification. As opposed to this, the index is an automated composition of the stocks starting with highest market cap. It may be possible that the top performing stocks do not form part of the large cap fund and/or carry similar weight-age to influence returns. Hence, the difference in returns of the large cap funds vs. Nifty.

Q: What about the small and mid cap funds?

Viral: The past year has seen a lot of investors investing in the mid & small cap and multi-cap funds which have delivered negative returns of over 12% and 6% respectively, over the 6 month period ended 30th June 2018. The respective indices have fared even worse with Nifty MidCap 100 and BSE SmallCap delivering (-) 13.97% and (-) 16.63% respectively, for the same period. The primary reason for this negative performance is the fact that a huge churn is happening in the mutual fund portfolios which have moved from small & mid cap stocks to large cap stocks as per the new regulations. Adding to this, is the fact that small & mid cap stocks are more volatile and more sensitive to market volumes. The result could be seen in the returns of small & mid cap funds and also diversified equity funds, which had these stocks in their portfolios. It would be thus unfair to find faults in funds or the fund managers' performance.

Q:Should I worry or review my portfolio?What's the way forward?

Viral: The answer is “No”, if the review is only driven by the short term returns anomaly.

It's time to get back to the basic principles of investing in equities and reaffirm our conviction in equities and the Indian growth story over the long term. No reason to wander off track, especially now.

Let us remind ourselves again that in short term, markets or funds may get affected by short term events or sentiments, but in the long run, the underlying fundamentals will have a bigger role to play. If you look at the historical returns, mutual funds tend to outperform the benchmark indices by a good margin, as seen from the table below.

  5 Years 10 Years 15 Years
Average of Large Cap Funds 16.36% 12.88% 18.58%
Average of Blend / Multicap Funds 18.73% 13.68% 20.22%
Average of Midcap Funds 24.47% 17.16% 23.34%
Nifty 50 TRI 14.30% 11.59% 17.75%
Nifty MidCap 100 TRI 21.32% 14.76% 21.11%

Source: NJ Internal. As of 30th June, 2018.

We believe that superior stock selection and diversification will give us the alpha we desire from mutual funds. In fact, the low prices present an opportunity to invest. It's time not to disrupt but to continue and even start new SIPs in small and mid cap funds. It's time when SIPs will capitalise on lower stock prices with lower fund NAVs resulting in you getting more units. It's time when SIPs will work their magic for generating superior long run returns.

Bottom line, ignore the market noises, stick to basics, have patience and reaffirm your conviction to the funds you have selected and to the Indian growth story. There is one more thing you can do - enjoy the fresh air, the greens and the cool climate brought to you by the Indian monsoon! Thank you and happy investing.

Mr. Abhishek Dubey, Head - Strategic Business Development Unit

Abhishek Dubey is the Head of Strategic Business Development Unit and part of NJ since last 10 years. Abhishek has played a key role in building the policy, process & system structures at NJ. He is the Chief Policy & Communications officer and also responsible for publications and the front-end - websites & on-line desks at NJ.


The practice of financial advisory / distribution has seen a clear change over the years. The traditional way of quoting fund performance of top / recommended schemes is, quite frankly, old fashioned and non-differentiating. Even a kid can find top performing schemes from google.

The mute question today is this > What value do you offer to the investor for associating with you?

So what is your value proposition? To be very frank, the value proposition of NJ Partners can be very strong if we can really work towards extracting the best of what is available with NJ Wealth. On the top of the mind, here are a few things we can quote...

  • Good product basket > Mutual Funds, Capital Market, PMS, Loan Against Securities (LAS) and Realty.

  • Strong technological platform for making transactions, viewing portfolio, etc. (E-Wealth A/c., Client Desk)

While the above things are quite powerful, the investors may argue of availability of 'some' of the features with other platforms /distributors. So the next question is, how do we differentiate further? I have seen some top Partners who have really made a powerful narrative of what value they can offer, more in terms of the value from advice they can offer. But for a majority, the gut feel is that the narrative can improve much further.

There are few things which we perhaps have underestimated while creating our value proposition. Among the top of the list is – “Family Needs planning” or financial planning service in other words.

The Narrative:

A Partner's value proposition narrative should include the service whereby you would be able to manage an investor's financial goals. The broad The tracking part would include the assessment of mapped investments and also the gap assessment to fulfill those goals.

In Brief: Identification + Investment Mapping + Monitoring + Gap Assessment.

The Steps:

  • Identification of Needs: This is an activity which we believe the Partner has to do in consultation with the investors. This involves an understanding of his life stage & priorities, personal desires, family composition and possible events which may happen in future. A discussion focused on these aspects with client will be very rich and can result into an entirely different set of outcomes as opposed to just promoting a SIP or lumpsum.

  • Investment Mapping: This includes mapping of existing assets to the needs. It is recommended that we map 100% of all assets to needs, conditional upon that all needs have been identified. A Partner can presently map all MF assets + MARS portfolios to the needs.

  • Monitoring: Monitoring of needs is a challenge for most but it becomes very easy once investment mapping is appropriately done. The client is today able to see his/her needs progress on the home page of the Client Desk and will be able to see it in mobile app too (coming soon).

  • Gap Assessment: Ongoing / regular gap assessment and taking appropriate corrective actions for same is something the Partner has to do. One activity recommended is that we regularly review the needs with the client on a set frequency, say half yearly or yearly, depending on the client nature. Reviews should also happen when there is a life event happening in the client's life. The Gap assessment may result into increasing SIP input or adjustment in the need requirements or investment mapping done.

NJ Family Needs Modules:

At NJ, we have made the Family Needs feature available for all investors and Partners. Still the figures tell us that there is a long way to go for NJ Partners against the huge potential we have. For those of you who are not quite aware of the Family Needs features offered by us, here is what you should look for:

Utility / Report

Purpose

Partner Desk > Client Services > Family Needs Master

Add/ Edit of Goals + Investment Mapping Status for Groups

Partner Desk > Client Services > Family Needs Progress Report

Progress Report of Needs with Gap Assessment and indicative SIP / Lumpsum investment requirements

Partner Desk > Dashboard > Family Needs Section

Brief snapshot of Family Needs key info and business potential lying untapped

Client Desk > Dashboard Family Needs Progress Dashboard

Graphical progress report for Clients with all key information (can be exported to image)

Client Desk > Consolidated Family Needs Valuation Report

Details of mapped investments/portfolio with the Family Needs & its current valuation

What can be the Family Needs?

Well the obvious first question for every client / family but can be sometimes tricky to answer. While we all are well aware that defining any need or goal requires us to be SMART – i.e., Specific /Significant, Measurable /Meaningful, Agreed / Attainable, Relevant /Reasonable /Rewarding, Time bound / Trackable.

For a majority of families, planning for life goals is very important and this includes Retirement, Child Education / Marriage, Purchase of Home, etc. Planning for purchase of Car / family holidays, etc. can also seen as needs. There can also be other goals like …

  1. Wealth Creation

  2. Planning for Business / New Venture

  3. Planning for Financial Independence (like Retirement at early age)

  4. Charity / Social Cause / NGO

  5. Inheritance / Gift to Children

  6. Repaying Debt

The Benefits:

For retail investors, the financial goals approach is very meaningful as the approach encourages one to identify key financial goals in life and plan for same. The advantages of such an approach can be simply understood from the following key points …

  • Higher investment plan outlays – lump-sum or SIP

  • Assets having longer holding age / greater stickiness

  • Lower redemption pressures > greater discipline and focus

  • Easy to manage / control client behavior

  • Change in discussion agenda from markets, products to goals

In Brief:

The key role of NJ Partners is managing the expectations of clients, educating them and handling their emotions. Adopting a structured approach to advising is thus very important to increase engagement and win trust. Adopting the financial planning approach adds great value to your offerings and positions you in a different league. Your business may substantially benefit once proper family needs assessment and management is done for all the families that you service. We encourage you to do so and wish you the very best for same.

 

Mr. Viral Shah
Principal Officer, NJ Advisory Services Pvt Ltd.

Mr. Viral Shah has been preparing various strategies for PMS investment. Prior to joining, NJ Advisory Service Pvt Ltd., he worked as Research head at NJ India Invest Pvt. Ltd. and looked after mutual fund research, portfolio review and managing portfolio of NJ group companies and select corporate clients.

ES: Please tell us about what offerings does NJ PMS offer to investors?

Viral: We have seven strategies open for subscription for the clients. We have three Dynamic Asset Allocation strategies, namely

  • Dynamic Stock Allocation Portfolio (DSAP),

  • Dynamic ETF Allocation Portfolio (DEAP) and

  • Dynamic Asset Allocation Portfolio Direct (DAAPD).

In addition, we have four Equity strategies, namely

  • Multicap Portfolio,

  • Freedom ETF Portfolio,

  • Bluechip Portfolio and

  • Freedom Direct Portfolio.

ES: Can you please briefly introduce us with your flagship portfolios. Please also tell us to whom should the portfolios be suitable for investment?

Viral: For us, all strategies are equally important. Client has to choose based on his/her risk appetite and investment objective.

Dynamic Asset Allocation Portfolios endeavor to generate better 'Risk Adjusted' returns by changing asset allocation among debt and equity asset class. Clients with reasonably medium to longer-term view and medium to higher risk appetite can choose dynamic asset allocation portfolios.

Equity Portfolios endeavor to generate better absolute returns in long term. Clients with reasonably longer-term view and higher risk appetite can choose equity portfolios.

ES: In dynamic asset Allocation portfolios, how asset allocation is decided? How re-balancing is done in Dynamic Asset allocation portfolios?

Viral: In all dynamic asset application portfolios, asset allocation is decided based on the back tested asset allocation. Back testing has been done for more than 20 years covering bullish, bearish and flat market conditions.

For existing clients, re-balancing is done on half yearly basis. For fresh purchases and top ups, asset allocation is changed every month so that at the time of re-balancing, lower churning needs to be done for the clients.

ES: In DSAP, please also explain how stock selection is made and the allocation between large-cap and mid-cap within the equity allocation.

Viral: IN DSAP, equity portfolio will be same as Multicap Portfolio.Allocation to each security is based on the asset allocation decided for the strategy.

ES: Can you briefly share the past performance of your dynamic portfolios and your view on future expected returns /performance from them? 

Viral: Please find below performance

DAAP

DEAP

We believe discipline followed based on asset allocation and selection of securities will drive the returns. We are confident that the dynamic asset allocation portfolios will continue to generate better risk-adjusted returns.

ES: In the pure equity space, you have three flagship portfolios, Freedom ETF, Multi cap and Blue chip portfolios. How do you compare the risk-return profile between these portfolios?

Viral: All strategies being equity strategies, have higher risk. As per back testing results, Blue chip Portfolio has lower volatility compared to other equity strategies.

ES: Can you explain the stock selection process for Multi cap and Blue chip portfolios?

Viral:

Multicap Portfolio:

IISL Alpha 50 Index is used for the universe of the portfolio. Top 25 stocks are selected based on Alpha of securities.

Bluechip Portfolio:

Securities are selected based on following parameters from top 300 companies (based on total market capitalization):

Return on Capital Employed (RoCE),

Return on Equity (RoE),

Revenue Growth,

Loan Growth,

Free Cashflow, etc.

ES: It seems that you have adopted a purely quantitative approach towards stock selection. Can you please explain why it is so and the advantages of such an approach? 

Viral: Yes, we follow rule based investing. So we completely rely on financial data, prices and other publicly available information on securities for selection of securities.

Worldwide, passive funds are beating most of active funds. In India too similar trend is emerging. Going forward, it will be more difficult for active funds to outperform passive funds like ETFs. Further, in rule based investing, there are no biases related to securities.

ES: Can you briefly share the past performance of your pure equity portfolios and your view on future expected returns /performance from them? 

Viral:

Please find below performance

Freedom ETF Portfolio

Multi Cap Portfolio

Blue chip Portfolio

We believe discipline followed based on selected parameters, no biases related to securities should help equity strategies to perform well in longer periods.

ES: Should new investors be investing in dynamic asset allocation or pure equity portfolios at this point of time? How can the investor or the Partner assess which is the right portfolio for the investor?

Viral: Partner should clearly understand the risk appetite, time horizon and expected rate of returns from the client. After discussing with client, partner should decide proper strategy for the client.

ES: Please give details of time line of re-balancing for NJ PMS strategies

Viral:

Name of the strategy

Re-balancing periods

DSAP

April (security and asset allocation and September (asset allocation)

DEAP

March (security and asset allocation and September (asset allocation)

Freedom ETF

March (security re-balancing)

Multi cap

April (security re-balancing)

Blue chip

June / July (security re-balancing)

Please note above re-balancing period for strategies are tentative basis only. NJ PMS team may change re-balancing period time to time for benefit of clients.

ES: Let us know about portfolio comparison tool being developed by the NJ Advisory.

Viral: Yes, We have already developed it and also made available on partner desk for few days in the past when it was in beta testing phase. But now we are ready for its launch and by the time this interview gets published, it will be launched. This tool definitely would aid our partners to compare direct equity portfolios of their prospective PMS clients by simply importing the portfolio and also fetching the client desk portfolio for their existing clients. More about the tool will be communicated shortly by the team.

Mr. Samanvay Maniar

Samanvay Maniar is the Head of NJ's Marketing Function and is associated with NJ since the last 12+ years. He has been instrumental in introducing and running the BizMall service successfully at NJ. Samanvay also takes care of Branding, Events & Travel management at NJ. His passion lies in putting ideas to work for the success of our Partners.


ES: Why do you think that digital marketing is important for one and all?

Samanvay: Gone are the days when only big corporate giants were using digital marketing, today medium and small businesses are also embracing digital marketing. Digital marketing has given the power of connecting with maximum potential customers without severely affecting the financial budget.

ES: Can you focus on the sales conversion capacity of digital marketing?

Samanvay: These days with the advancement of technology, there are many tools which assist in measuring the rate of traffic approaching, how this traffic is converted into leads and finally how these leads are converted into actual sales. Digital marketing has emerged as the clear winner when it comes producing results and helping in the business growth.

ES: How does digital marketing helps in facilitating audience targeting?

Samanvay: The most driving factor of digital marketing is its ability to target the potential customers without any geographical boundaries. Probably this is the reason why it has come up as the most result driven marketing methods. Being the business owner, you can shoot your promotional campaign with exact target in mind which will give maximum output.

ES: What is that one thing which sets digital marketing apart in today's scenario?

Samanvay: Though it's tough to pinpoint a single thing but if I have to, it must be the ability to tap mobile phone users. Smart phones are becoming more and more popular and with that the scope of mobile marketing is also expanding. Digital marketing gives the platform to go beyond the normal marketing horizon and tap millions of customers through smart phones.

ES: Does digital marketing helps in brand building?

Samanvay:There is every possibility that your customers would be influenced with your brand after positive words of mouth. Right digital marketing will play a pivotal role in influencing your audience who on the other hand would further pass it on. Your potential customers would ultimately be influenced from your brand and this will lead to your business growth.

ES: According to you what are the challenges before going for digital marketing?

Samanvay: The most prominent challenge according to me is drawing up a digital marketing plan. Most of the business owners think that a detailed marketing plan is required before going for digital marketing which is not true. Another challenge is the scope and scale of the campaign. This is where NJ DMS services comes into the picture. We have streamlined our digital marketing services in such a way that your business can opt and get benefit from it.

ES: How much one should spend for marketing?

Samanvay: Most of us don't plan well for our yearly marketing budget which is very much required to focus on long term business growth. One should plan well for marketing budget which is combination of various marketing activity including digital marketing. One can plan the same with your Branch or bizMall team can help you to make the proper marketing plan which should be monitor quarter to quarter.

At last, I would say that marketing is continuously developing and evolving with new tricks and tactics everyday. It would be a mistake to miss this opportunity as it gives you an edge over your competitors through proper marketing plan.

Mr. Hemal Gandhi
Head - Customer Care, NJ Group

Hemal is the head of NJ Customer Care. He is a qualified Chartered Accountant and is associated with NJ since 5+ years. He is responsible for day to day operations at NJCC and has a result oriented and focused approach in getting things done on the ground level.

In this interview, he has exhibited how his department has brought about changes to support partners. Also he shared some statistics on trends of transactions & queries for the last two financial years.

1. Please share the kind of queries and requests that you often receive at NJ CC and how you have worked towards automation in handling everyday requests and queries?
Hemal:
We receive certain routine transaction related queries and requests such as: Transaction not reflected, SIP related,Redemption amount received, Discrimination in Account statement. Apart from this the major calls received at NJCC is for information related to particulr case and I would like to share major call nature along with specific remarks which would help partners to look at the data available at desk, which would reduce dependency to call anyone.

Below table provides details on Top 7 cases related to E-Wealth A/ c and 3 cases related to physical transaction for which we think that partner should avoid calling at customer care because a solution for such cases is already available at their disposal.

We have taken steps to eliminate redundancy by automating the process.

We had introduced the IVRS technology which solves the routine queries and there by eliminating call waiting time. Automation in query posting module so that partner can get the details on the spot.

We would suggest that the partner should make use of these resources for his usual questions and requests, thus saving a lot of his time and efforts.

2. Can you share some statistics on queries/requests received between physical and on-line mode of transactions?
Hemal:
Yes, the following table shows how the on-line mode is effective and can reduce the number of queries.

You can see from the above table that how the number of queries has reduced drastically in case of on-line/exchange mode compared to physical/ Non Exchange mode. There are 40% less chances to have a query/transaction in online mode compared to physical mode.

The table depicts that the number of queries received in online mode is significantly lower than that of physical mode for the same number of transactions.

Due to automation, the number of queries has remarkably came down. Below table represents statistics for FY 17-18 in terms of transactions(per minute basis) and trend of queries per 1,00,000 transactions.

We have witnessed y-o-y growth in both trxn modes but there was a singnificant increase in online mode in last 2 years and this reflects the adoption NJ E-Wealth A/c and increase in usage of the same.

Now as far as queries are concerned, we have witnessed reduction in receiving queries in both trxn modes. This is the result of initiatives we have taken in the recent years, like providing information on online desks and apps which support partners in their day to day operations. The trend of queries per 100,000 transactions for the both t he modes witnessed a reduction y-o-y. As per our internal research we can say that there is a increase in the number of transactions in online mode and against that the number of queries has reduced dramatically.

3. NJ CC recently launched the IVRS solution for Partners. How has been the response so far and how has been the impact?
Hemal:
IVRS is a robotic system which is made available to partner 24*7 on 0261-3985000. It has been obsevred that the usage of IVRS automation has been increasing day by day and we urge partners to go through the attached file having details of facilities available at IVRS as well shortcut keys so that they can directly access to the required path.

We have also updated the shortcut on partner desk so that the same can be provided to their employee or cient which will be ease for them to direct access of specific requirement they have without even listing to the play of IVRS.

Resources:
IVRS Communication | Detail Guidelines & Shortcut Key | Reset TPIN From Partner Desk & From EW A/c

4. Clearly there is a huge decline in the number of queries received in the on-line mode vs. physical mode. Can you highlight the areas/queries which have considerably benefited through the online mode?
Hemal:
It is a fact that number of queries have significantly reduced as more and more partners have started opting for E-Wealth Account. The benefits of online mode are immense. For physical mode, there are end number of queries that we were receiving. ARN correction, Form filling mistake, Data entry error, signature mismatch, etc. are the common errors.

Going online has many benefits. The Partner receives mail communication for each and every transaction with status and reason. There is a transaction report on Partner Desk to track each transaction, clients having E-Wealth A/c can register queries directly with CC. This saves lot of time and efforts of the Partner.

5. What new developments undertook at NJCC in the last one year?
Hemal:
As far as new developments are concerned, there are many things we have done to support the partner in terms of reducing their dependency on the CC in the last one year.

  • EWA deactivation reason report on partner desk under ewealth account status report.
  • GST invoice status report to track GST re-imbursement at invoice level
  • Trxn confirmation statement to include period option
  • Aadhaar pending report at RTA level
  • Probable Hold time play in CC
  • SMS for login details to partner/client for EWA and PD
  • Query read/unread option in query posting module – Based on feedback from suggestion box
  • SMS update for query execution which will have investor name

6. Anything which you would like to share with our Partners?
Hemal:
I would like to convey to all Partners through this interview that 'catch the digital revolution which has practically engulfed the country and particularly in the Financial Service Industry'. Be a part of the change and avail maximum benefits of it. I would suggest that each and every partner should convert all client accounts into online mode by opening NJ E-Wealth A/c.

Further, I would also like to highlight that we are in receipt of many feedback from partners that calls are remain in queue for long time, While we are constantly monitoring and working towards the same, in last 2 months there has been a drastic improvement of call queue ratio compared to previous months. However, I would like to share that the multiple reports as mentioned above in Q1 would solve majority of queries/requirements of partners and would urge all the partners to have maximise usage of reports and data available on desk

Also I strongly believe that usage of query posting module on desk(s) would resolve many queries of partner on the spot and there is no need to call or wait for working hours of NJCC. We have also received a good amount of suggestion for query posting module and many of those are already implemented.

7. How can Partners make effective use of NJ CC to improve their customer service standards?
Hemal:
At NJ CC, we endeavor to help Partners establish and maintain high level of service standards by outsourcing query/complaint management to us. Hence, we strongly recommend that all Partners post their queries to NJ CC and not depend on the Relationship Manager / Branch Manager or local RTA or AMC.

There are several advantages of doing this...

  • Queries are well recorded
  • Queries will be handled in a proper manner for efficient resolution
  • Queries will be resolved in a timely manner within TAT
  • Query status can be tracked
  • Save time & energy by avoiding repeated follow-ups

Similarly, by not submitting the queries to NJ CC, the Partners run the risk of delays/unsatisfactory resolution of queries, queries being forgotten altogether, etc. Effective use of NJ CC can help Partners in reducing their operational burdens and improving customer satisfaction levels.

Feedback is received from partners that calls are remain in queue for long time, to avoid this we urge all the partners to have maximise usage of reports and data available on desk

Also we want that partners should use query posting module on desk(s) as well automation facilities so that they can get benefits of information/data which are readily available while posting the query.

e-wealth-reg
e-wealth-reg