Escolar Documentos
Profissional Documentos
Cultura Documentos
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Letter of Transmittal
Date: December 10, 2010
To,
Md. Rahman
Sub: Submission of Project Paper.
Sir,
This is a great Pleasure for me to submit the project paper on ATM &
CDM services of BRAC Bank Limited and its growth which is a
partial requirement of my M.B.A program. While preparing this report, I
tried my best to follow the instruction that you have given me.
The entire report is on my practical experience in the bank. I have
furnished all the things what I have learnt during the job at BRAC
Bank Limited.
I would like to thank you from the code of my heart for assigning me
this project, which has helped me in so many ways to learn necessary
things about working.
I shall be highly encouraged if you are kind enough to receive this
report.
Sincerely yours,
.
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Acknowledgement
At the very beginning, I would like to express my deepest to almighty
ALLAH for giving me the strength and the composure to finish the
project.
Words actually will never be enough to express how grateful I am, but
never the less I will try my level best to express my gratefulness
toward some people.
At first I would like to express my indebtedness to International Islamic
University Chittagong, for which my dream a post graduate has come
true. I want to remember my department, teachers, and friends,
specially my project supervisor Md. Saifur Rahman Bhuiyan for giving
me the permission to prepare such a project paper.
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Executive Summary
BRAC Bank promotes broad based participation in the Bangladesh
economy through the provision of high quality services. BRAC Bank
does this by increasing access to economic opportunities for all
individuals and business in Bangladesh with a special to focus on
currently under served enterprises and households across the ruralurban spectrum. BRAC Bank believes that the pursuit of profit and
development goals is mutually reinforcing. Increasing the ability of
under-served individuals and enterprises to build their asset base and
access market opportunities will increase the economic well being for
all Bangladeshi at the same time, this will contribute significantly to
the profitability of the Bank.
This report on retail credit is designed to gather some concrete fact of
retail credit. If also reveals various credit product of the Bank, their
classification, unique features and performance.
BRAC Bank is one of the most flourishing Banks of Bangladesh with
wide growth opportunities in the industry. The survey on the retail
credit of BRAC Bank was conducted with an aim of improving the
overall credit performance of BRAC Bank. The research gave valuable
insights as to where improvements were necessary to improve the
quality of services.
This project shows BRAC Banks different ATM facilities and their
growth within the country.
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TABLE OF CONTENT
PART 1
INTRODUCTION
Letter of Transmittal . . .
Acceptance
. . . .
ii
Acknowledgement . . .
Executive Summery . . .
About BRAC Bank . . .
Vision Mission And Value . .
Board of Directors . . .
Board of management committee
04
Types of Meeting . . . .
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PART 2
ALTERNATIVE DELIVERY
CHANNEL
What is Alternative Delivery Channel
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06
Services of Alternate Banking .
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07
Overview of Call Center . . . .
IVR . . . . . . . .
Activities of Call Center . . . .
Tale Sales
. . . . . .
18
Selling Process of Call Center . . .
20
Part of ADC
. . . . . .
Why ADC in BRAC Bank? . . . .
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PART 3
GRAPH
PART 4
CONCLUSION
Objective . .
Findings . .
Recommendation
42
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41
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Conclusion
43
Bibliography
44
BRAC Bank
A fully operational commercial Bank, BRAC Bank focuses on perusing
unexplored market niches in the Small and Medium Enterprise Business, which
hitherto has remained largely untapped within the country, the Bank has provide
support to more than 200000 Small and Medium Enterprise. Since inception in
July 2001 the banks footprint has grown to 69 branches, 59 SME Sales Center,
429 unit offices and more than 177+ ATM's across the country.
The banks operate under a double bottom line agenda where profit and
social responsibility to hand in hand as it strives towards a poverty free,
enlightened Bangladesh.
BRAC bank Limited, with institutional shareholding by BRAC, International
Finance Corporation (IFC) and Shore Cap International, has been the fastest
growing bank for last several years.
Percentage
BRAC
37.18%
IFC
5.83%
6.99%
45.48%
Non-Residents Bangladeshi's
0.45%
4.07%
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Total
100%
MISSION
O
Achieve efficient synergies between the branches, SME unit offices and
BRAC field offices for delivery of Remittance and Banks other products
and services
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VALUES
O
Our strength emanates from our owner- BRAC and we hold the following
values to guide us as we do our jobs.
Chairman
Director
Director
Director
Director
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Director
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Mr. A. E. A. Muhaimen
Head of Credit
Head of HR
Head of SME
Head of Technology
COFFEE Meeting:
Coffee meeting is an informal meeting of all the heads of the departments
including the MD and COO. It usually takes place once a week on Sunday
morning. Every departments issues and updates are generally discussed
in this meeting.
MANCOM:
MANCOM is Management Committee. It consists mostly of Heads of
various departments as well as Managing Director & CEO and Deputy
Managing Director & COO.
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MANCOM meeting:
MANCOM meeting is a formal meeting of the Management Committee
members as well as the MD and COO. The members give an overview of
the performance of their departments, their growth, their issues and their
future plans. The meeting usually takes place on the 10th of every month.
Board meeting:
The board meeting takes place on third Monday of every month.
Function of EMT
The main responsibilities of EMT s are to help the MANCOM with
different issues regarding the smooth operations of the Bank.
ALCO Meeting
ERMC Meeting
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Internet Banking
ATM
At present BRAC Bank Limited has 175 ATM's across the country.
Numbers of ATM's (zone wise) are given bellow:
Dhaka Zone 136 ATM's
Chittagong Zone 11 ATM's
Sylhet Zone 11 ATM's
Rajshahi Zone 3 ATM's
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Service Charge:
Upcoming facilities:
Chequebook request
CDM
At present BRAC Bank Limited has 30 CDMs and all of those are Dhaka
based.
Facilities of BRAC Bank CDM:
Service Charge:
Internet Banking
All account holders of BRAK Bank Ltd. are eligible to enjoy the Internet
Banking Service offered as BRAC Bank Direct. Client who wants to use
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Account information.
Loan information.
Cheque status.
Loan calculator.
Service Charge:
Upcoming facilities:
Open an account
Make a payment
Review payments
Make a transfer
Review Transfer
Add account
Order checkbook
Mobile recharge
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SMS Banking:
All account holders of BRAK Bank Ltd. are eligible to enjoy the SMS
Banking Service offered by BRAC Bank Ltd. Client who wants to use the
SMS banking facility has to register by providing a valid mobile phone
number (GrameenPhone , Banglalink, Warid or Aktel) for the service.
Deposit alarm.
Maturity alarm.
Withdrawal alarm.
Service Charge:
Phone Banking
The services of Phone Banking Department are:
Call Center
Tale sales
Call Center
BRAC Bank Call Center mainly provides inbound Call Center facility.
Calls come through the IVR & it routed to Guest Service Executives (GSE)
if customer wants GSE support. From within the facility the trained GSEs
provide all the information regarding their account related queries,
requests, and product related information to all internal & external guests.
They also resolute the guests' complaints. Call Center is running 24/7 &
365 days in a year. Call Center is under the umbrella of Alternate Banking
Division and an integral part of Brac Bank.
IVR
IVR stands for Interactive Voice Response. It is an automated service that
recognizes & responds to the Guest's tone with the help of touch in phonekeypad. Each & every calls dialed to CALL CENTER numbers
(01819230000 or 01819260000) first lands on IVR where it greets the
guest, gives the guest options to select their preferred language and then
gives clear and easy instruction that leads to satisfy guest's queries.
Furthermore, IVR also gives guest the logical option to speak to a GSE.
Customers can call from any phone, from any place (home or abroad) at
any point of time.
The first menu options in IVR:
Welcome message> Language selection>press1 for Banking service.
Press2 for Product information.
Press3 for card & cheque book
activation.
The global prompt in IVR is given below:
>8 for previous menu
>9 for agents assistance
>* listen again/ Repeat
>0 Main menu
The whole options in IVR altogether are named as Call Tree. Some of the
key menu options are listed below that delivers direct service to our guests
from IVR.
1. Balance inquiry
2. Credit card payments
3. Cheque book request
4. Cheque book stop
5. Transaction details
6. Product highlights
7. Credit card balance
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8. Account status
2) Balance Inquiry:
1. Customer Calls the CALL CENTER numbers (01819230000 or
01819260000);
2. Selects the language option by Pressing 1 for Bangla or 2 for English;
3. Selects Banking services by Pressing 1.
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Who are the Agents and what makes them a Quality Agent
Agents are essentially Guest Service Executives; who are stationed in a
cubical with state-of-the-art tale phonic set-up. Relentlessly they are
answering to customer calls regarding their queries, complaints & any
account related concern. They listen, empathize & try to provide instant
solutions or to guide the customer towards solution in a professional
manner with a friendly voice. Besides all, smile is the key indicator of an
agent.
Sanchayapatra inquiry
Endorsement Query
All Service Points, ATM & Branches, POS location, phone, address,
etc
ATM/Visa activation/Deactivation
Address change.
Miscellaneous Services:
Lotus Communication
Cross Checking Of Retail & Card Proposal
Hot /Stop Request For Issued & Surrendered Cards.
Value Added Services:
Campaign Information
Tale Sales
The vision of tale sales is to ensure the retention of the existing client by
increasing the number of products own by each client. In other terms tale
sales will be working with the objective that a client will own a product
portfolio rather than a single product. It will enable to restrain the
competition from snatching the client away.
Now the advantage that the competitors are taking is that they are offering
an increased benefit on one single attributes of the product like .25%
increased interest rate, time flexibility etc. and taking the clients away as
most of the clients do not any other involvement. But if the clients own a
portfolio it will be difficult for the competitors to offer the entire product
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portfolio as they do not have the entire range and at the same time even
they have the entire product line it will be difficult for them to offer an
increased benefit for all the products.
So tale sales would primarily work as a sales channel for the retail banking
division and would deal the existing and upcoming client database. By
devising interactive software information regarding the clientale will be
collected and basing on that information tale sales would initiate the
selling process and would be closed by the direct sales team. As long as the
required software which is named as Business intelligence Tool (B I Tool)
is not ready to be operated information regarding the existing clients
would be generated manually basing on various assumptions with the help
of Business Solution Department. With that information the team would
carry on its operation.
Tale sales will also deal the references created from the existing client and
references provided by the other sources at the same time. It will collect
secondary databases from various organizations. So along with dealing the
existing clients of the bank it will also deal the fresh potential clients.
By definition tale sales means selling other products of the organization to
an existing client i.e. selling a deposit or a loan to client having a CASA
account. But the team would not limit its activity on tale sales only it would
involve itself in up selling also as tale sales is closely associated with up
selling. Up Selling refers to the additional sales of the same product to the
same client
tale sales team of BRAC Bank is first of its kind in the Bangladeshi
banking industry. No other bank so far has introduced the concept of tale
sales as such BRAC Bank did. Though it is a common practice of the
individuals in the entire industry to cross sell but it is neither a team effort
nor backed up the organization of that individual.
Vision
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Mission
To ensure the retention of the existing clients and exceed their
expectations, which would require targeting the followings:
Objectives
Selling Process
Products: Liability
Step 1 : Calls made by the tale sales Executives
Step 2 : Interested clients referred to the Direct Sales Executives
Step 3 : Sales closed by the Direct Sales Executives
Products: Asset
Step 1 : Calls made by the tale sales Executives
Step 2 : Interested clients referred to the Direct Sales Executives
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Parts of ADC
Most broadly defined, Alternative delivery channels are all channels that
allow service delivery without face-to-face communication. Within this
definition, Alternative delivery channels include:
Call Centers;
Interactive Voice Response (IVR) systems;
Kiosks;
Automated Teller Machines (ATM);
Bills Pay Machine (BPM) / Cash Deposit Machine (CDM)
Point of Sales (POS)
Internet websites;
Simple Message Service (SMS);
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Call Center
A call centre is a centralized office used for the purpose of receiving and
transmitting a large volume of requests by talephone.
A call centre is operated by a company to administer incoming product
support or information inquiries from consumers. Outgoing calls for
talemarketing, clientale, and debt collection are also made.
IVR
Interactive Voice Response or IVR is a phone technology that allows a
computer to detect voice and touch tones using a normal phone call. The
IVR system can respond with pre-recorded or dynamically generated audio
to further direct callers on how to proceed. IVR systems can be used to
control almost any function where the interface can be broken down into a
series of simple menu choices. Once constructed IVR systems generally
scale well to handle large call volumes.
NSR
Natural speech recognition provides the unique ability for automated call
systems to really understand what customers are saying. Instead of having
to listen to a long menu of choices, customers can simply say, "I just want
to know my account balance", and speech recognition solution will
immediately deliver the information they want. Natural speech recognition
saves the customer time, and improves overall business efficiency as a
whole.
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Kiosk
Cheque Deposit
Personal inquiries
Internet Banking
Customer tool support
Marketing tool
MIS reporting
ATM
An automated teller machine or automatic teller machine (ATM) is a
computerised talecommunications device that provides a financial
institution's customers a method of financial transactions in a public space
without the need for a human clerk or bank teller. Using an ATM,
customers can access their bank accounts in order to make cash
withdrawals (or credit card cash advances) and check their account
balances. Many ATM's also allow people to deposit cash or checks, transfer
money between their bank accounts, pay bills, or purchase goods and
services.
Bills Pay Machine (BPM) / Cash Deposit Machine (CDM)
An Bills Pay Machine (BPM) / Cash Deposit Machine (CDM)is a
computerised talecommunications device that provides a financial
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Transaction inquiries
Statement inquiries
Bill payment
Services directories
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and the list is growing daily. One aspect that requires consideration is
whether interfaces to popular financial managers should be provided, or
Web only content.
Simple Message Service (SMS
SMS Banking services are operated using both Push and Pull messages.
Push messages are those that the bank chooses to send out to a customer's
mobile phone, without the customer initiating a request for the
information. Typically push messages could be either Mobile Marketing
messages or messages alerting an event which happens in the customer's
bank account, such as a large withdrawal of funds from the ATM or a large
payment using the customer's credit card, etc. (see section below on
Typical Push and Pull messages).
Pull messages are those that are initiated by the customer, using a mobile
phone, for obtaining information or performing a transaction in the bank
account. Examples of pull messages for information include an account
balance enquiry, or requests for current information like currency
exchange rates and deposit interest rates, as published and updated by the
bank.
The banks customer is empowered with the capability to select the list of
activities (or alerts) that he/she needs to be informed. This functionality to
choose activities can be done either by integrating to the Internet Banking
channel or through the banks customer service call centre.
provide a means for clients to obtain service and information via such
means as:
ATM
CDM
POS
1.
BRAC Bank Limited has introduced the following products and services
to enrich its Alternative Delivery Channel Department:
1.
Products
Debit Card
o Co-Branded Cards
Arong Card
Alico Card
Diagold Card
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2.
Services
Automated Teller Machine (ATM)
Internet Banking
SMS Banking
Point of Sales
1.
Debit Card
A debit card is a plastic card which provides an alternative payment
method to cash when making purchases. Its functionality is more similar
to writing a check as the funds are withdrawn directly from the
cardholder's . bank account
The detail of BRAC Bank Debit Cards are stated bellow:
2.
Co-Branded Cards
BRAC Bank Limited has introduced the following Co-branded cards by
tie-ups with different strategic partners:
Arong Card:
Facilities:
5% discount on each time purchase from Arong using the Arong card.
Daily Maximum ATM transaction BDT. 20,000/- (Twenty Thousand))
Daily Maximum POS transaction (Cash) BDT. 100,000/- (One Lac)
Daily Maximum POS transaction (Purchase) BDT. 100,000/- (One Lac)
Service Charge:
Alico Card:
Facilities:
Service Charge:
Diagold Card:
Facilities:
Service Charge:
1.
VISA Debit Card
Facilities:
Service Charge:
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ATM
At present BRAC Bank Limited has 175 ATM's across the country.
Numbers of ATM's (Zone wise) are given bellow:
Dhaka Zone 136 ATM's
Chittagong Zone 11 ATM's
Sylhet Zone 11 ATM's
Rajshahi Zone 3 ATM's
Khulna Zone 4 ATM's
Barisal Zone 3 ATM's
Rangpur Zone 4 ATM's
172
172
172
172
172
172
11
D
ha
ka
Ra
ng
pu
r
11
Service Charge:
172
136
Zo
Ch
ne
itt
ag
on
g
Zo
ne
Sy
lh
et
Zo
ne
Ra
jsh
ah
iZ
on
e
Kh
ul
na
Zo
ne
Ba
ris
al
Zo
ne
200
180
160
140
120
100
80
60
40
20
0
Upcoming facilities:
CDM
At present BRAC Bank Limited has 30 CDMs and all of those are Dhaka
zone based.
Facilities of BRAC Bank CDM:
once.
Service Charge:
Account information.
Loan information.
Cheque status.
Loan calculator.
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Service Charge:
Upcoming facilities:
Open an account
Make a payment
Review payments
Make a transfer
Review Transfer
Add account
Order checkbook
Mobile recharge
SMS Banking:
All account holders of BRAC Bank Ltd. are eligible to enjoy the SMS
Banking Service offered by BRAC Bank Ltd. Client who wants to use the
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Deposit alarm.
Maturity alarm.
Withdrawal alarm.
Service Charge:
Point of Sales
Currently BRAC Bank Ltd. has more than 400 (Four Hundred) POS at
different renowned outlets across the country.
Facilities of BRAC Bank POS:
of BDT 3, 00, 000/-) using his / her BRAC bank cards (Debit / Credit).
(Maximum of BDT 1, 00, 000/-) using his / her BRAC bank cards (Debit
/ Credit).
Service Charge:
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ATM
BPM / CDM
IB
SMS
POS
PB
BBL
SCB
HSBC
DBBL
EBL
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11
10
8
6
4
2
0
2006
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32
30
25
20
15
10
5
0
2007
60
50
40
30
20
10
0
2008
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70
60
50
40
30
20
10
0
2009
175
180
160
140
120
100
80
59
65
60
32
40
20
11
0
2006
2007
2008
2009
Now in 2010
OBJECTIVES
To gain understanding of the various ATM services of BRAC Bank.
To gain under standing of how ATM concepts affect day to day
decision in the Bank.
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RECOMMENDATION
BRAC Bank should ensure faster delivery of ATM Cards. Now it
requires 3-5 days while some competitor could provide it within 2
days.
Its some charges and fees are quite impractical. Relatively high for
the middle and lower middle class.
It is found from my experience in BRAC Bank that a portion of
total customer say that their complains not resolved immediately.
Establishment of a separate customer complains cell may help to
resolve the customers problems.
BRAC Bank should increase their profit rate on different deposit
scheme.
BRAC Bank should reduce the downtime of an ATM.
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CONCLUSION
Thus I had the opportunity to work for this reputed Bank. I was placed in
the ATM and CDM service of BRAC Bank, Head Office. During this time
I got an opportunity to observe the overall service process of BRAC Bank
personal banking division.
It is my pleasure to submit my field study report provided by BRAC
Bank. While preparing this report, I have tried to gather as possible & to
gather all the information pertain the report to enrich it. I believe that it
was a fascinating experience to work live in the banking sector & it was
enriched both my knowledge & experience.
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BIBLIOGRAPHY
Web Site:
http://www.bracbank.com
Others:
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