“Overall Performance & Evaluation Of “Brac Bank”

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“Overall Performance & Evaluation Of  “Brac Bank”

BRANCH BANKING

Overview:

Branch Banking department is consist of all the branches and SME service centers of the bank. Branch Banking is the heart of Retail Banking Division. Branches are the main sales and service outlets where customers come and avail numerous product and service facilities.

BRAC BANK BRANCH BANKING

CLUSTERS

CLUSTER BRANCH MODEL

BRANCH (A) MODEL

BRAC BANK

BRANCH (B) MODEL

BRAC BANK _______________________________________________________________________________ _____________________________________________________________________________________________

Main Objectives

** Branch Banking is responsible for carrying out all branch activities of the bank. It has been created to serve the acquired customers.

** The main task of Branch Banking is to oversee that branches are performing their duties properly and carrying out the day-to-day activities of the bank properly and efficiently and at the same time increasing Both asset & liability portfolio.

** Of many deliverables, Retail Branch Banking concentrates mostly to ensure ‘service excellence’ which is by adding delight across all touch-points to make massive contribution towards profitability.

Branch Banking has a number of deposit and Loan products

Deposit products Loan Products

Current account Auto Loan

Savings Account Salary Loan

Deposit Premium Scheme (DPS) Overdraft Facility

Flexi Deposit Scheme (FDPS) Secured Study loan

Short Term Deposit (STD) Home loan

Ezee Account Quick Loan

Campus account Salary Loan

Femina Account Credit Card Loan

Salary account Study loan

Fixed Deposit (General) Travel Loan

Abiram (Monthly interest application basis) Doctors loan

IFFD (Interest First Fixed Deposit) Teachers Loan

FFD (Fredom Fixed Deposit) Top- up Loan

MMS (Money Multiplier Scheme) Step up FDR High Flyer loan

BRAC BANK……………………………………………….

Branch Activities / Services

Different Types of Account open

Current A/C Savings Account

Personal Current Account Personal Savings Account

Ezee Account Triple Benefit Saving Account

Campus Account Femina Account

Salary Account Salary Account for BRAC Staff

Foreign Currency Account Short Term Deposit A

Proprietorship Account Personal Short Term Deposit Account

Business Account Company Short Term Deposit

BRAC BANK

BRANCH BANKING

Service Quality:

The two main objectives are to help us achieve excellence in Guest Experience and ensure Service Quality.

BRAC Bank Guest Experience Standards

The following guidelines will help us to achieve ‘BRAC’ Bank guest experience standards

Bold we will be BOLD on behalf of our guests and colleagues. We will be the first to greet, first to listen, first to make suggestions, first to satisfy even the unexpressed needs and to bid a fond farewell.

Reliable we will take full ownership in serving our guests to their complete satisfaction. Appealing we will ensure that all guest touch points are appealing and inviting.

Consistent we will ensure that our guest experience quality is consistent in all aspects across all guest service points.

BRANCH BANKING

Service Quality (Cont.)-

The Five Essentials of Excellence in Guest Experience:

BRAG Bank guest experience standards will apply to the five aspects for excellence in guest experience listed below-,

People – our team who serves our guests

Premises – the locations from which we serve our guests.

Papers – the documents we use to provide & receive information and communicate with our guests and colleagues.

Processes- the processes that enable us to delight our guests

Practice- the way in which we interact with our guests.

BRAC BANK

BRANCH BANKING

Service Quality (Cant.):

The ‘BRAC’ Bank Guest Experience Standards

The BRAC Bank guest experience guidelines are designed to help all team members contribute towards achieving the following guest experience standards:

Every guest should feel that he/she is being treated as a personal guest

Every guest should have a positive image of the bank so that they wholeheartedly refer BRAC Bank to others

Every guest should receive one stop service

Every guest must receive open and transparent communication

Every guest must be informed about relevant rules, guidelines, charges and any changes to these up front

Any Question?

Retail Branch Banking

To keep pace with the mounting and varying demand for retail needs of patrons, BRAC Bank’s Retail Unit has positioned itself as a giant player in the industry. Retail Unit is focused to meet the banking needs of individuals and is serving as a major channel of business. Retail Banking provides tailored products and services for different segments because its products are innovative & well-tested.

This unit takes foremost funding responsibility of the bank and is committed to offer diversified services to the entire customer base of the bank through Branch Banking Networks, Alternative Delivery Channels, Cross-Sell, Premium Banking & literally taking Retail Banking products to doorsteps through Direct Sales Force. Of many deliverables, “Retail” concentrates mostly to ensure ‘service excellence’ which is by adding delight across all touch-points.

As a part of continuous endeavor for providing unique products, services & delivery channels, the unit has also introduced Value Center concepts to explore different avenues in their respective centers to make massive contribution towards profitability.

Branch Banking Overview:

Retail Branch Banking under Retail Banking has further strengthened its position as a major channel of business by stretching its horizon both in richness and reach ness. The thoughtful distribution of branches helped the Branch Banking team to offer total banking solutions and services through its online facilities to the customers. BRAC Bank at present has a total of 56-branch network in the country.

Branch Banking is responsible for carrying out all branch activities of the bank. It has been created to serve the acquired customers. The main task of Branch Banking is to oversee that branches are performing their duties properly and carrying out the day-to-day activities of the bank properly and efficiently and at the same time increasing both asset & liability portfolio. Of many deliverables, Retail Branch Banking concentrates mostly to ensure ‘service excellence’ which is by adding delight across all touch-points to make massive contribution towards profitability.

Branch Banking has a number of deposit and Loan products.

Deposit products

Current account Savings Account

Deposit Premium Scheme (DPS)

Flexi Deposit Scheme (FDPS)

Short Term Deposit (STD)

Ezee Account Campus account

Femina Account Salary account

Fixed Deposit (General)

IFFD (Interest First Fixed Deposit)

FFD (Fredom Fixed Deposit)

MMS (Money Multiplier Scheme)

Step up FDR

Loan Product

Auto loan

Salary Loan

Overdraft Facility

Secured Study loan

Home loan

Quick lone

Credit Card Loan

Study loan

Travel Loan

Doctor’s loan

Teachers Loan

Top- up Loan

High Flyer loan

Now Loan

Branch Activities / Services

Different Types of Account open

Current A/C

Personal Current Account Ezee Account

Campus Account

Salary Account

Foreign Currency Account Proprietorship Account Business Account

Partnership Account

Limited Company Account Club Society Account

Savings Account

Personal Savings Account Triple Benefit Saving Account Femina Account

Salary Account for BRAG Staff

Short Term Deposit A/C

Personal Short Term Deposit Account Company Short Term Deposit Account

Sale Deposit Product

Term Deposit A/C

Classic Fixed Deposit

Abiram (Monthly interest application basis) IFFD (Interest First Fixed Deposit)

FFD (Freedom Fixed Deposit)

MMS (Money Multiplier Scheme)

Step up FDR Deposit Premium Scheme (DPS)

Flexi Deposit Scheme (FDPS)

Sale Asset Product

Auto loan

Salary loan

Overdraft facilities

Secured Study loan

Home loan

Quick loan

Credit Card Loan

Study loan

Travel Loan

Doctors Loan

Teachers Loan

Top- up Loan

High Flyer loan

Now Loan

Cash Transaction

Cash Deposit

Cash Withdrawal

Transfer cheque Processing

Cash remit to other Branch/bank

Cash Received from other branch/bank

Pay Cash transaction

Processing western union

POS Transaction

Credit Card payment received

Local & Foreign Remittance

Issue Local Pay Order

Issue Foreign Demand Draft

Foreign Currency Exchange

Outwars bill collection

Person who cannot be the owner/ beneficiary of a cheque.

A Mad Person

A bank receiving a Cheque payable to order without endorsement on all other bank is not a holder.

At present we have 56 branches located across Bangladesh. Given below is a list of existing branches and the services available:

A customer can withdraw money from banking transaction hour from any branches, apart from that with the help of ATM, customers can withdraw money anytime.

Cash deposit machine is a part of non- stop banking because customers can easily deposit their money beyond the banking hour any time any day. For depositing the amount customer need not wait for banking hour.

Checking point before payment of cheque, withdrawal-slip or counter-cheque

Cheque is payable to bearer

The payee is indicated as “self’ or “cash” or name of the person is indicated.

The date is current date (i.e. the cheque is not stale or Post dated).

The instrument has been signed by the a/c holder.

The amount in words & figure are same.

Any alteration on the cheque is authenticated by a full signature of the A/C holder.

Things to be examined while receiving clearing cheque

The beneficiary’s name and account number matches or not.

Cheque should be in current date or next clearing date.

Amount mentioned on the cheque should match in words figure.

Cheque should be signed by the a/c holder

Any alteration has been authenticated by full signature of the A/C holder.

Things to be examined while receiving Cash over the counter

Verifying the name and a/c no with the system

If it is large volume of deposit (7 lacs & above) completing KYC exercise

Checking account status – (Dormant / Inactive)

Verify physical cash with written amount (denomination wise) in deposit slip

Type of endorsements or seal given in an a/c payee cheque while it is presented in clearing house

Crossing seal

Clearing seal

Payees account credited

Receive payment for BRAG Bank Ltd

Receive payment and payees account credited

Business Review: Liability & Wealth

Management

Retail Banking Division,

Brac Bank Limited

INTRODUCTION

• The most vital wing of Retail Banking Division.

• Innovation and development of liability products

• Ensures business through Direct Sales, Premium Banking, Branches & Cross Sales

02, Organogram.

LIABILITY & WEALTH MANAGEMENT

LWM – PREMIUM BANKING

Products of Liability & Wealth Management

Savings Account:

– Triple Benefits Savings

– Savings – Classic

– Famine

Current Account:

– Super value Current

– Current – Classic

– Ezee

– Campus

– Salary Account

03. Products off Liability & Wealth Managements

Foreign Currency Account:

– Resident Foreign Currency Deposit Account

– Non Resident Foreign Currency Deposit Account

Term Deposit:

– Fixed Deposit General

– Interest First Fixed Deposit

– Abiram

– Freedom Fixed Deposit

– Money Multiplier Scheme

Overview: Liability Products & Business Process

Liability & Wealth Management

Liability & Wealth Management is the most vital wing of Retail banking Division of BRAE Bank Limited. its is the owner of all liability products. Currently total Liability Fund Position is around 3,550 crore. Among this, CASA Position is 750 crore and Term-Deposit position is 2,800 chore. Liability & wealth management’s responsibility is to design, develop, and distribute its liability products to ensure growth of liability portfolio, both in number of customers as well as in deposit volume.

The Organogram of the department is depicted below:

LIABILITY & WEALTH MANAGEMENT

Liability product

The deposit products of Liability and Wealth Management are broadly categorized into two types – CASA, which are the transaction accounts (Current & Savings) and Term Deposits (TD), deposits made for fixed tenures (Term Deposits).

CASA accounts are responsible for most of the transactions at branches and other alternate channels, and are the sources of low-cost fund. These include: Savings Classic, Triple Benefits Savings, Femina Savings, Current Classic, Ezee, Campus, Salary Accounts, etc.

On the other hand, TD accounts are sources of bulk volume of liability at comparatively higher cost of fund. These deposits are made for various fixed tenures at different interest rates. The TD products include Fixed Deposit General, Freedom Fixed Deposit, Interest First Fixed Deposit, Abiram Fixed Deposit, Money Multiplier, Flexi DPS, etc. The products of Liability & Wealth Management are described below:

Transactional Accounts: CASA (Current / Savings Accounts)

Savings Classic

Savings Classic Account is a local currency interest-bearing account with cheque book facility. The minimum account opening balance is BDT 15,000. The interest rate in this account is 5.5% p.a., credited to the account Half Yearly. Any balance greater than zero will be eligible for interest. Interest forfeiture rules are applicable for this account. Annual Account Maintenance Fee of BDT 800 + VAT and Annual Debit Card Fees of BDT 520 + VAT will be charged upfront at the time of account opening and on anniversary of every following year. The account comes up with a 12 page cheque book free. The customers can avail a second cheque book of 12 pages for free, if the account’s balance is BDT 15,000 and above. If the balance is below BDT 15,000, Tk 100 + VAT will be charged. Special cheque book of 25/50/100 pages can be issued at a cost of BDT 4 + VAT per pages. Customers receive half-yearly bank statement. Interest will be forfeited in the following cases.

– If number of transactions exceeds 7 (seven) in a month

– If total transaction amount in a day exceeds 10% of the total balance

Triple Benefits Savings Account

Triple Benefits Savings Account is a local currency interest-bearing savings account with cheque book facility. The minimum account opening balance is BDT 50,000. The interest rate in this account is ranging from 0% to 8% p.a., credited to the account every month. Interest slabs are as follows:

Any balance of BDT 50,000 & above will be eligible for interest. Interest forfeiture rules are not applicable for this account. There is no Annual Account Maintenance Fee or Annual Debit Card Fees or any other upfront fees. If customers do not maintain a Half-Yearly Average balance of BDT 50,000, the account will be charged with BDT 750 + VAT every half year, on I st January and 1st July of each year. The account comes up with a 12 page first cheque book free. The customers can avail a second cheque book of 12 pages for free, if the account’s balance is BDT 50,000 and above. If the balance is below BDT 50,000, BDT 100 + VAT will be charged. No Special cheque book is available for this account. Loan amount cannot be disbursed in this account.

Femina Account

Femina Account is a local currency interest-bearing savings account without cheque book facility. The minimum account opening balance is BDT 5,000. The interest rate in this account is 6.5% p.a., credited to the account monthly. Interest is calculated on day-end balance. Any balance greater than zero will be eligible for interest. There is no Annual Account Maintenance Fee. This is a non-cheque-book account. However, a customer can avail a special cheque of 12 pages at a premium price.

Current Classic

Current Classic Account is a local currency non interest-bearing account with cheque book facility. The minimum account opening balance is BDT 15,000. There is no interest in this account. Annual Account Maintenance Fee of BDT 800 + VAT and Annual Debit Card Fees of BDT 520 + VAT will be charged upfront at the time of account opening and on anniversary of every following year. The account comes up with a 12 page cheque book free. The customers can avail a second cheque book of 25 pages for free, if the account’s balance is BDT 15,000 and above. If the balance is below BDT 15,000, Tk 100 + VAT will be charged. Special cheque book of 50/100 pages shall be issued for the charge of BDT 4 + VAT per pages. For more than 5 (five) transactions in a day, charges will apply for every additional transaction as per the Schedule of Charges.

Ezee Account

Ezee Account is a local currency interest-bearing current account without cheque book facility. The minimum account opening balance is BDT 10,000. The interest rate in this account is 4% p.a., credited to the account Half Yearly. Any balance greater than zero will be eligible for interest. There is no Annual Account Maintenance Fee. Annual VISA Debit Card Fee of BDT 520 + VAT will be charged upfront at the time of account opening and on anniversary of every following year. This is a non-cheque-book account. However, a customer can avail a special cheque book of 12 pages at a premium price.

Salary Account

Salary Account is a non-cheque book individual account with overdraft facility for employees of different Corporate Houses to disburse their monthly salaries. Employees of MNC/LLC/MID CORP/NGO/Large proprietorship/Partnership firm, other than foreign nationals are eligible to open this account. Interest rate for Salary Account is 4% p.a. Any balance greater than zero will be eligible for interest. Interest calculation will be based on Daily Balance and Interest payment will be made Quarterly. There is no Annual Account Maintenance Fee in Salary Account. Annual ATM Card Fees of BDT 300 + VAT will be charged upfront at the time of account opening and on anniversary of every following year. Salary Account is a non-cheque book account. However, a customer can avail a special cheque of 12 pages at a premium price of BDT 300 + VAT.

Term Deposits

Fixed Deposit General

Fixed Deposit General is a non-transactional account that gives interest and principal at maturity. Minimum amount required to open the General FD account is BDT 50,000. FD General can be opened for 1/3/6/12/24/36 months. Interest is paid on maturity, calculated at 360 days, as per the Interest Rate Matrix. This account is available on a roll over basis until the customer authorizes its closure. 10% Government Tax shall apply to the interest amount.

Freedom Fixed Deposit (FFD)

Freedom Fixed Deposit is a non-transactional account that gives interest quarterly to the link account automatically. Minimum amount required to open the FFD account is BDT 25,000. FFD can be opened for 3/6/12/24/36 months. This account is available on a roll over basis until the customer authorizes its closure. Interest is paid on a Quarterly basis after adjusting for 10% Government tax on the interest amount, as per the Interest Rate Matrix.

Interest First Fixed Deposit (IFFD)

Interest First Fixed Deposit is a non-transactional account that a customer uses for interest earning in advance and savings purposes. The unique feature of this product is that interest is given first at the time of opening. Minimum amount required to open the IFFD account is BDT 100,000. IFFD can be opened for 3/6/12 months. Interest (after adjusting for 10% Government tax on the interest amount) is immediately transferred to the link account, as per the Interest Rate Matrix

Facility. Bangladeshi nationals staying in another country and earning foreign currencies or after their return to Bangladesh within last six months can open NFCD Account. Minimum amount required to open is USD 1000 or GBP 500 or equivalent currency in Euro. In cases of Foreign Nationals and Organizations, minimum amount of term deposit should be USD 25,000 or its equivalent in GBP, or Euro. The accounts are in the nature of term deposits maturing after one month, three months, six months and one year. In case of premature repayments, the interest amount will be forfeited. Interest on deposit of NFCD account is exempted from the tax payable under the Income Tax Act.

Retail Liability Business Process

Products are sold through Branches, Direct Sales, Premium Banking, & Cross Selling channels. Both existing and walk in customers are approached by their respective relationship managers or sales people. The Sales person then narrates the product feature i.e. interest rate and fees & charges to the customers. Flyers & Brochures are also provided to the customer whenever applicable. RM / Sales person is liable for disclosing all information regarding fee and product feature to the customer to avoid mis-selling. If the customer shows interest after due consideration, the salesperson closes the deal through opening the account. For walk-in customers at branches, the branch opens the account in the system with the customer’s name and basic information or gives them a Welcome Pack as per customer’s choice. In case of welcome pack, the customer receives the account number along with cheque book and ATM/Debit Card instantly. On the other hand for system-generated accounts, the branch opens the account and gives only the account number to the customers. Then branch sends the details and all required documents to Retail Banking Operations (RBO) to open the account. After receiving all details, RBO updates the customer information, uploads photograph & Signatures in the system. RBO produces personalized cheque book and ATM/Debit Card and sends those to customers’ mailing addresses. Finally customer receives, PIN numbers from respective branches.

REMITTANCES OPERATIONS

Functions of Remittance Operations

An operational unit

Provides support to

Probashi Banking Services (PBS)

Disburses payments to beneficiaries all over the country

Provides account related services for PBS

Inward Remittance

Outward Remittance

Remittance Sources

• Exchange Houses
• Western Union
• Ceylinco Fastcash

Modes of Payment

Execution &Investigation ?

Exchange House

• Data input and segregation is done in ELDORADO
• If cover fund is available, instructions are passed to delivery unit along with recommended mode of payments

After this stage, work of PSI (Payment Service Investigator)

Team starts

Execution &Investigation ?

Exchange House

• PSI solves discrepancies
• Answers queries of clients, exchange houses, BRAG BDPs and Beneficiaries
• Keeps track of the transactions
• PSI also contacts ROs for payment of particular location
• Updates exchange houses about the current status of

Transaction

Frequent reasons of queries

Queries arise when clients do not get fund in time. Most

common types of queries include?

• Wrong information provided to exchange houses by remitter
• Name and account different
• Non-receipt of TT
• Non-receipt of MT
• MT lost
• Wrong posting of account

Western Union

• Western union collects money through its worldwide spread outlets
• It is a floating system
• The only mode of payment is the cash pay
• Client passes a 10 digit MTCN number to beneficiary and beneficiary comes to WU approved counters in different banks or BRAC BDP office
• MTCN number and photo ID is essential to collect the fund

Ø Transactions are done in 3 ways

• Branch operation

• Head office through BRAG BDP

.Mobile

.SMS

• ROC

Ø POP- if client does not get fund within 1 day,

He/she may raise complain which is called Proof Of

Payment (POP)

Ø WU is a post funding method where there are

Options of reinstatement or unpaid

CEYLINKO FASTCASH

• Remitter is provided with a 9-digit CEY PIN instead of MTCN number in case of WU
• It is a pre-funded method
• Duel control system
• SMS based system

Settlement &Reconciliation

• Makes fund available in ELDORADO for execution
• Converts exchange house cover fund from foreign currency into BDT
• Payment to BRAC for using BDP for remittance disbursement purpose
• Reconciliation

• Local NOSTRO reconciliation

• Exchange house A/C reconciliation

Probashi Liabilities & A/C Services

ØThere are 5 products under this wing?

• Probashi savings account

• Probashi current account

• Probashi subidha package

• Probashi ‘interest now’ account

• Probashi education saver

Inward Remittance

Ø The term “Inward Remittances” includes not only remittance by T.T., M.T., Drafts etc., but also purchases of bills,purchases of drafts under Travellers’ Letters of Credit and purchases of Travellers’ Cheques.

Ø Remittances equivalent to US$ 2000 and above are reported on Form C attached to the appropriate schedule

Ø Declaration on Form C by the beneficiary is not required against remittances sent by Bangladesh nationals working abroad.

Ø The purpose of remittances should be clearly stated on the Form C.

Outward Remittances

Ø All remittances from Bangladesh to a foreign currency or local currency credited to on resident Taka accounts of foreign banks or convertible Taka account constitute outward remittances of foreign exchange.

Ø Utmost caution is exercised to ensure that foreign currencies remitted or released by them are used only for the purposes, for which they are released,

Ø Proper records are maintained for submission of returns to Bangladesh Bank as also for the latter’s inspection from time to time.

Ø Mainly two types of outwards remittance

a. Commercial remittances

b. Student Funds

Process Flow of Remittances.doc

THANK YOU

ALTERNATE BANKING ???

Service delivery is a customer-oriented activity which is carried out by organizations and are oriented

towards meeting customers needs and expectations. An Alternate Channel of Delivery is the mean by which a service is delivered to the clients through an alternative way other than a traditional delivery or

distribution channel.

Alternate Banking deals with alternate means of providing banking service to our valuable clients rather than the Direct Banking which is the Distribution Network (branches)

WHY ALTERNATE BANKING ???

BRAC Bank Ltd. Is the first ever Financial Institution in Bangladesh to depart from ‘brick and mortar’ concept of banking system by introducing branchless banking system facilities through Alternate Banking.

Alternate Banking has been initiated with the concept to divert customer traffic from the branches to accommodate more business to the distribution points and subsequently it cuts significant cost per customer Service.

It also widen the range of customer services available by utilizing modern technology.The focus of BRAC Bank’s channels has to date been mainly on service providing activity which is available to customers 24″17.

ALTERNATE BANKING DEPARTMENT

AUTOMATED BANKING

-Automated Teller Machine (ATM)

-Cash Deposit Machine (CDM)

-Internet Banking (1B)

-Mobile Commerce (M-Commerce)

Automated Teller Machine (ATM)

• Total ATMs – 135

• Dhaka Zone – 1 12

• Chittagong Zone – 11

• Sylhet Zone – 5

• Khulna Zone – 3

• Rajshahi Zone – 3

• Barisal Zone – 1

• Target for 2009 – 200 more ATMs

• Number of transactions per month – 400,000+

• Total transaction amount per month – 250 Crore+

Automated Teller Machine (ATM)…

• Withdraw cash 24 x 7 by using Debit or Credit Card.

• Print mini statement or balance of the account.

• Change the PIN of Debit or Credit Card.

• Pay credit card & mobile (GP Postpaid) bill.

More than 60 % cash transactions of the Bank are

made using the ATMs

Cash Deposit Machine (CDM)

• Total CDMs – 30

• Dhaka Zone – 30

• Target for 2009 – 40 more CDMs

• Deposit cash (maximum 20K at a time) 24×7

• Number of transactions per month – 18,000+

• Total transaction amount per month – 15 Crore+

Internet Banking (IB)

• View account detail

• View account statement

• Lost card reporting

• Use loan calculator

• Cheque status

Mobile Commerce (M-Commerce)

• SMS Server – 3939

• Available with GP, AKTEL, BANGLALINK & WARID

• SMS PULL / PUSH

• Account Balance

• Last 3 transaction of current transaction date

• SMS, Alert

• Transaction alert ( debit / credit )

• FDR maturity alert

• Loan payment failure alert

• Account status change alert

• Welcome greeting

PHONE BANKING

CallCenter

The launch date…

Call Center Services launched on the 9th day of September 2006.

Call Center Services numbers are…

Call Center is equipped with a special networking system where 30 customers can call and get connected instantly & concurrently. The hunting numbers are 01819230000 & 01819260000.

Call Center provides services through…

• Interactive Voice Response (IVR)

• Call Center Agents

Call Center…

Deliverables of Call Center Agents & IVR :

• Account related information & service

• Card ( Credit / Debit) related information & service

• Product related information

• Utility bill payment

Tele Sales

Telesales team of BRAC Bank is first of its kind in the Bangladeshi banking industry. No other bank so far has introduced the concept of telesales as such BRAC Bank did.

The vision of telesales is to ensure the retention of the existing client by increasing the number of products owned by each client. In other terms telesales will be working with the objective that a client will own a product portfolio rather than a single product.

The Tele Sales team comprises of 200 Direct Sales Executives and Telesales Executives led by 5 Associate Managers.

Tele Sales…

To ensure the retention of the existing clients and exceed their

expectations, which would require targeting the followings:

• Achieve a benchmark of 1:3 client product use ratio

• Present a wide array of products to clients in an innovative way

Selling Process

Step : Calls made by the Telesales Executives

Step2: Interested clients referred to the Direct Sales Executives

Step 3 : Sales closed by the Direct Sales Executives

Commission

Shared between Telesales & Direct Sales Executives at 40:60

ratio

Upcoming Services

• ATM

• All types of utility bill payment

• Fund Transfer

• CDM

• Real time cash deposit.

• IB

• Fund transfer

• Utility bill payment

• A/C related services

• M-Commerce

• Mobile Recharge

• Utility bill payment

• Fund transfer

In the future BBL has plans of expanding our services significantly by adapting state of art technology in order to satisfy the needs of our clients at an optimum level and convert.

`brick of the mortar’ concept

to

`click of the mortar’ concept.

THANK YOU