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Project paper on ATM & CDM services of

BRAC Bank Limited

A Project Paper submitted in partial satisfaction


of the requirement for the degree
Of
MASTER OF BUSINESS ADMINISTRATION

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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
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ii
Acknowledgement . . .
Executive Summery . . .
About BRAC Bank . . .
Vision Mission And Value . .
Board of Directors . . .
Board of management committee
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Types of Meeting . . . .

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PART 2
ALTERNATIVE DELIVERY
CHANNEL
What is Alternative Delivery Channel
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Services of Alternate Banking .
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Overview of Call Center . . . .
IVR . . . . . . . .
Activities of Call Center . . . .
Tale Sales
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Selling Process of Call Center . . .
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Part of ADC
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Why ADC in BRAC Bank? . . . .
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Product & Services of ADC


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CDM Service of BRAC Bank
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PART 3
GRAPH

GROWTH OF BBL ATM's WITH

In the end of year 2005 . .


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In the end of year 2006. .
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In the end of year 2007. .
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In the end of year 2008. .
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In the end of year 2009 . .
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Total Number of ATM's in present
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PART 4

CONCLUSION

Objective . .
Findings . .
Recommendation
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Conclusion
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Bibliography

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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%

Shore Cap International

6.99%

General Public through IPO

45.48%

Non-Residents Bangladeshi's

0.45%

Mutual funds through IPO

4.07%
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Total

100%

VISION, MISSION, VALUES


VISION
Building a profitable and socially responsible financial institution focused on
Markets and Business with growth potential, thereby assisting BRAC and other
stakeholders build a Just, enlightened, healthy, democratic and poverty free
Bangladesh.

MISSION
O

BRAC bank will adhere to professional and ethical business principles


and internationally acceptable banking and accounting standards.

Sustained Growth in Small and Medium sector, continuous low cost


deposit growth with controlled growth in retained Assets.

Achieve efficient synergies between the branches, SME unit offices and
BRAC field offices for delivery of Remittance and Banks other products
and services

Manage various lines of business in fully controlled environment with no


compromise on service quality

Keep a diverse, far-flung team fully motivated and driven towards


materializing the banks vision into reality.

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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.

Creating an honest, open and enabling environment.

Have a strong customer focus and build relationships based on integrity,


superior service and mutual benefit.

Strive for profit and sound growth.

Work as team to serve the best interest of our owners.

Relentless in pursuit of business innovation and improvement.

Responsible, trustworthy and law-abiding in all that we do.

Board of Directors of BRAC Bank Limited


The Board of Directors of BRAC Bank Limited includes:

Mr. Muhammad A (Rumee) Ali

Chairman

Mr. Quazi Md. Shariful Ala

Director

Mr. Mark A.Coffey


(Nominated By ShoreCap International Limited)

Ms. Nihad Kabir

Director

Director

Ms Tamara Hasan Abed

Director
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Mr. Shib Narayan Kairy

Director

Mr. A.E.A Muhaimen

Managing Director & CEO

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Members of BRAC Bank Limited Management Committee

Mr. A. E. A. Muhaimen

Managing Director & CEO


Deputy Managing Director & COO

Mr. Rais Uddin Ahmad

Company Secretary & Head of Risk


Management

Mr. Mohd. Rafat Ullah Khan

Head of Credit

Ms. Tahniyat Ahmed Karim

Head of HR

Mr. Naushad Hussain

Head of Probashi Banking

Mr. Shah Alam Bhuiyan

Head of Enterprise Risk Management

Mr. Mohammed Rahmat Pasha

Head of Treasury & Financial Institutions

Ms. Farzana Chowdhury

Head of SME

Mr. Khwaja Shahriar

Head of Corporate Banking Division

Mr. Mizanur Rahman Chowdhury

Head of Technology

Mr. Md. Sarwar Ahmed

Head of Impaired Assets Management

Mr. Md. Abedur Rahman Sikder

Head of Marketing & Corporate Affairs

Mr. Firoz Ahmed Khan

Head of Retail Banking

Mr. Faruk Ahammad

Head of Financial Administration

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.

Town Hall Meeting:


The Town Hall meeting takes place once in every quarter of the year. The
MD gives a presentation regarding the banks progress in that quarter, in
the presence of all the members of the BRAC bank family.

Members of the EMT


EMT is Extended Management Team. The team consists of members who
are basically the second tier managers of the bank.

Function of EMT
The main responsibilities of EMT s are to help the MANCOM with
different issues regarding the smooth operations of the Bank.

Other important meetings in the Bank:


The other important meetings that take place in the bank include:

Steering Committee Meeting

ALCO Meeting

ERMC Meeting
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Credit Committee Meeting.

What is Alternative Delivery Channel?


Service delivery is a customer-oriented activity. Service delivery activities
are carried out by organizations and are oriented towards meeting
customer needs and expectations. An Alternative Delivery Channel is the
means by which a service is delivered to the clients through an alternative
way other than a traditional delivery or distribution channel.
In case of banking sector whenever a client thinks to have a banking
service first of all he thinks to go to a bank branch. But nowadays banking
service providers establish some new service delivery channels through
which clients can get the same service that they used to get from the
branch of a bank.

Services of Alternate Banking


Automated Banking
BRAC Bank Limited has introduced the following services to enrich its
Automated Banking Department:

Automated Teller Machine (ATM)

Cash Deposit Machine (CDM)

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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Khulna Zone 4 ATM's


Barisal Zone 3 ATM's
Rangpur Zone 4 ATM's
Facilities of BRAC Bank ATM:

Withdraw cash 24 hours a day by using Credit / Debit cards.

Account balance inquiry

Account mini statement

Pin change of Debit / Credit Card

Service Charge:

No service charge is taken for using BRAC Bank ATM.

Upcoming facilities:

Chequebook request

Utility and / Household bill payment.

Fund transfer to other accounts of BRAC Bank Ltd.

CDM
At present BRAC Bank Limited has 30 CDMs and all of those are Dhaka
based.
Facilities of BRAC Bank CDM:

Deposit cash at any time up to BDT. 20,000/- (Twenty Thousand)


at once.

Deposit cheque / draft / pay order of any amount.

Service Charge:

No service charge is taken for using BRAC Bank CDM.

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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the Internet banking facility has to register by providing a valid email


address for the service.
Facilities of BRAC Bank Direct:

Account information.

Loan information.

Account balance inquiry.

Account mini statement.

Cheque status.

Lost card (Debit / Credit) reporting

Loan calculator.

Service Charge:

Annual service charge is BDT 200 + 15% VAT.

Upcoming facilities:

Open an account

Make a payment

Set up automatic payment

Receive bills electronically

Request e-mail notification

Review payments

Make a transfer

Review Transfer

Add account

Order checkbook

Order statement copy

Stop check payments

Stop sending cancelled check

View paper statement

Calculator: balancing your checking account.

Mobile recharge
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Order a Demand Draft / Pay Order

Request for Duplicate Physical Bank Statement

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.

Facilities of BRAC Bank SMS Bank:

Information of last 3(three) transactions of current business date.

Account balance inquiry.

Credit Card Limit Check.

Credit Card due amount check.

Last date of payment check (Credit Card bill)

SMS Alert System:

Deposit alarm.

Maturity alarm.

Withdrawal alarm.

Account status change alarm.

Loan payment failure alarm.

Service Charge:

Annual service charge is BDT 200 + 15% VAT.

Phone Banking
The services of Phone Banking Department are:

Call Center

Tale sales

Overview on Call Center


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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.

The Launching Date


BRAC Bank Call Center was launched on 9th September, 2006.
Call Center Hot line Numbers
CALL CENTER is equipped with a special networking system where 30
customers can call and get connected concurrently at present. The hot line
numbers are 01819230000 & 01819260000.
Why Call Center
Call Center has been initiated with the concept of diverting the customers
from the branches, service centers to accommodate more business clients
and it is also cost effective from company perspective. Call Center allows
control over the quality of Customer Service and consistency in
information and it is a great value addition to all BBL Clients, as it offers
the clients the flexibility of time, freedom from any sorts of daily travel
hassle. Furthermore the Valued clients can enjoy professional Service with
a friendly manner.
Call Center ensures Multiple Services
There are three basic services which is provided from the Call Center
1. General Banking.
2. Credit Card.
3. ATM help desk.
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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

Three Examples of IVR interaction with a Customer


1) Credit card payment:
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.
4. Selects credit card service by Pressing 2.
5. Enters 16-digit credit card number
6. Confirmation the credit card number by pressing 1.
7. Enters 4-digit credit card pin number
8. Select other credit card services by pressing 2.
9. Select credit card bill payment by pressing again 2.
10. Enter 16 digit ATM/ Debit card numbers
11. Enter 4 digit ATM/Debit card PIN numbers then IVR automatically
announce a/c Number & Balance.
12. Confirmation the account number by pressing 1.
13. Enter the payment amount & press #. (For Example:1500#00#)
14. Confirmation the details by pressing 1& press again 1 for reconfirm.
15. IVR response to write a Reference number for further inquiry. (6
digit)

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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4. Selects a/c related information by Pressing 1.


5. Enters 16-digit debit card number & 4 digits PIN.
6. As a response, IVR authenticates & voices out the Account Balance.

3) Cheque book request


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.
4. Selects a/c related information by Pressing 1.
5. Enters 16-digit debit card number & 4 digits PIN.
6. As a response, IVR authenticates & voices out the Account Balance.
7. Selects a/c related Services by Pressing 2.
8. Selects Cheque book request by Pressing 2.
9. IVR response to write a Ref. number for further inquiry.

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.

Activities of GSE from CALL CENTER

Information Based Services:

Sanchayapatra inquiry

Locker Service Details


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Western Union Service

Saturday Banking Information

Evening Banking Information

Student file Query

Endorsement Query

New Customer's inquiry

All Fees & Charges query

All Service Points, ATM & Branches, POS location, phone, address,
etc

Visa Processing Fee

Latest Foreign Currency Rates

SMS Banking Service Information

Utility Bill Payment Procedure

Receiving Tuition fees of Different Universities.

Information on all BBL cards

Current Interest Rate and Charges of Different Products

Query on Remittance Services

Information restriction (information of all public ltd. Co. Joint


Accounts if MOP Jointly)

Travel Related Services (TRS) Queries

Mandate Information is not given to other account holder except


for Probashi Account

Balance queries of all accounts

Loan a/c details, FDR a/c details, DPS a/c details

Information on Evening Banking and Saturday Banking

Credit card balance, Minimum due amt./ Outstanding

Credit card statement date & Card status.

Various Important Issue Resolving Services:

Internet Banking issues

SMS Banking issues

IB log in assistance instantly.

Captured Card Query ( Both debit & credit card)

Loan installment discrepancies


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Account Maintenance Fees discrepancies

ATM/ Credit cards Fees discrepancies

Captured money complain

Card PIN & Cheque Related

CDM Deposit Complain

Double Posting Problem

IVR Related Complains

Limit Increase Of ATM/Visa Card

Debit card various issues.( Link, Status etc)

Request Received From Customers:

Cheque book request - after verification from IVR.

Cheque book activation/Stop

ATM/Visa activation/Deactivation

Credit Cards activation/ blocking/ card refreshing

Address change.

Lead Generation for different available products

Credit shield de & Re- enrollment.

Duplicate statement request for credit card holders.

Lost/ stolen card request

Credit card replacement request

Re-issue card stop

Account information update.

Pay flex enrollment request.

Mobile number updates req. of credit card holder.

Miscellaneous Services:
Lotus Communication
Cross Checking Of Retail & Card Proposal
Hot /Stop Request For Issued & Surrendered Cards.
Value Added Services:

Promotional message details

Providing financial & non- financial information from Call Center.

Suggestion for proper use of customer money


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Campaign Information

Theme Of The Month

Call Center Agents cant accommodate the following Client Categorys


relating to A/C related Services
1. Limited Company account holders
2. Any partnership account holders
3. Joint account holders with MOP jointly.
4. Any mandates except Probashi account mandates
5. Nominees
Call Center in a nut-shell
In a nut-shell, Call Center is playing a vital role for BRAC Bank Valued
Guests in daily life. Technology can be the same for any company but what
differs from BRAC Bank is the service quality that is provided by our
employees. BRAC Bank Call Center promises to ensure that image.

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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To retain our existing clients by making them enjoying the competitive


benefits of having a product portfolio rather than a single product and
attaching their confidence and emotion to the bank in such an innovative
way which in return will ensure an increase in market share and long term
sustainability of the bank at the same time.

Mission
To ensure the retention of the existing clients and exceed their
expectations, which would require targeting the followings:

Achieve a bench mark of 1:3 client product use ratio

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

Objectives

To ensure retention of the existing clients


To increase the size of the product portfolio of each client
To grab the untapped business opportunity within the existing
clients
To restrain the competition
To leverage on the effort given by the other value centers and
channels
To increase the market share in terms of FUM
To raise the image of the bank in the mind of the existing and
potential client

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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Step 3 : Direct Sales Executives collects the necessary documents


and fill

up the forms and submit it or forms are filled up by the tale

sales Executives and submitted by Direct Sales Executives


Commission: Shared between tale sales & Direct Sales
Executives at 40:60 ratio
Consequently it can easily be concluded; developing the use of alternate
channels is now seen as an important strategy for delivering significant
savings for BRAC Bank Ltd. BBL plans to invest into the development of
alternate banking where efficiency savings can be realized. In the future we
have 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.

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

An kiosk is a computer terminal that provides information access via


electronic methods. Integration of technology allows kiosks to perform a
wide range of functions. A banking kiosk can provide the ability for
customers to perform transactions that may normally require a bank teller.
Such as:

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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institution's customers a method of financial transactions in a public space


without the need for a human clerk or bank teller. Using an BPM / CDM,
customers can deposit their money or cheques and pay utility bills.
Point of Sales (POS)
This can mean a retail shop, a checkout counter in a shop, or a variable
location where a transaction occurs in this type of environment.
Additionally, point of sale sometimes refers to the electronic cash register
system being used in an establishment. Point of sale systems are used in
restaurants, hotels, stadiums, casinos, as well as retail environments in
short, if something can be sold, it can be sold where a point of sale system
is in use.
Internet
The content of the Web site is outside the scope of this discussion,
however, carefully profile the customers that will use this media, and keep
monitoring it. Typically today it will be business users, and the more
sophisticated personal customers. Tailor the services to meet these
segments. Provision of actual transactions requires careful planning and
the security implications are fraught with problems, as with any on line
service, such as the method to be used to positively identify the customer
with enough confidence to execute a financial transaction. However, these
problems are not insurmountable, and among the many methods available
today there are some that are workable without excessive complication of
the user interface.
Banks today are offering on the Internet:

Transaction inquiries

Credit card applications

Statement inquiries

Bill payment

Services directories
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Personal finance package interfaces (to Intuit etc.)

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.

Why ADC is introduced by BBL?


BRAC Banks developments in alternative delivery channels are relatively
new, reflecting developments in, and the diffusion of, new information and
communications technology. The focus of BRAC Banks channels has, to
date, been mainly on service providing activity. Alternative channels
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provide a means for clients to obtain service and information via such
means as:

ATM

CDM

POS

In addition to these available delivery channels, Job center Plus has


conducted a number of service delivery pilots using such channels such as
tale banking, text messaging INTERNET banking.
The main driver of the introduction of alternative channels was, initially,
the desire to widen the range of customer services available. Alternative
channels were seen as a means of adding to the front line services and
complementing face-to-face contact. Now BRAC Bank Ltd. funding
significantly and created a new focus on efficiency and cost saving.
Developing the use of alternative channels is now seen as an important
strategy for delivering significant savings for BRAC Bank Ltd. plans to
invest into the development of alternative channels where efficiency
savings can be realized. So far, the take-up of the current alternative
channels by clients has been low.

1.

Products & Services of ADC

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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o VISA Debit Card

2.
Services
Automated Teller Machine (ATM)

Cash Deposit Machine (CDM)

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:

The annual service charge is BDT. 500 + 15% VAT.

Alico Card:
Facilities:

Life insurance coverage from BDT 2,000/- to BDT. 2,00,000/-.


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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:

The annual service charge is BDT. 500 + 15% VAT.

Diagold Card:
Facilities:

10% discount on Diamond purchase from Diagold using the Diagold


Card.

8% discount on Gold purchase from Diagold using the Diagold 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:

The annual service charge is BDT 500 + 15% VAT.

1.
VISA Debit Card
Facilities:

Usable at any outlet of VISA and BRAC Bank Ltd. (countrywide).

Daily Maximum ATM transaction BDT. 50,000/- (Fifty Thousand)

Daily Maximum POS transaction (Cash) BDT. 100,000/- (One Lac)

Daily Maximum POS transaction (Purchase) BDT. 300,000/- (Three


Lac)

Service Charge:

The annual service charge is BDT 520 + 15% VAT.

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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

Graph: BRAC Bank ATM Network (Zone wise)

Facilities of BRAC Bank ATM:

Withdraw cash 24 hours a day by using Credit / Debit cards.

Account balance inquiry

Account mini statement

Pin change of Debit / Credit Card

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

No service charge is taken for using BRAC Bank ATM.


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Upcoming facilities:

Cheque book request

Utility and / Household bill payment.

Fund transfer to other accounts of BRAC Bank Ltd.

CDM
At present BRAC Bank Limited has 30 CDMs and all of those are Dhaka
zone based.
Facilities of BRAC Bank CDM:

Deposit cash at any time up to BDT. 20,000/- (Twenty Thousand) at

once.

Deposit cheque / draft / pay order of any amount.

Service Charge:

No service charge is taken for using BRAC Bank CDM.

Internet Banking (BRAC Bank Direct)


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
the Internet banking facility has to register by providing a valid email
address for the service.

Facilities of BRAC Bank Direct:

Account information.

Loan information.

Account balance inquiry.

Account mini statement.

Cheque status.

Lost card (Debit / Credit) reporting

Loan calculator.
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Own account fund transfer.

Service Charge:

Annual service charge is BDT 200 + 15% VAT.

Upcoming facilities:

Open an account

Make a payment

Set up automatic payment

Receive bills electronically

Request e-mail notification

Review payments

Make a transfer

Review Transfer

Add account

Order checkbook

Order statement copy

Stop check payments

Stop sending cancelled check

View paper statement

Calculator: balancing your checking account.

Mobile recharge

Order a Demand Draft / Pay Order

Request for Duplicate Physical Bank Statement

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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SMS banking facility has to register by providing a valid mobile phone


number (Grameen Phone or Aktel) for the service.
Facilities of BRAC Bank SMS Bank:

Information of last 3(three) transactions.

Account balance inquiry.

Credit Card Limit Check.

Credit Card due amount check.

Last date of payment check (Credit Card bill)

SMS Alert System:

Deposit alarm.

Maturity alarm.

Withdrawal alarm.

Account status change alarm.

Loan payment failure alarm.

Service Charge:

Annual service charge is BDT 200 + 15% VAT.

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:

From POS at bank branches, customer can withdraw cash (Maximum

of BDT 3, 00, 000/-) using his / her BRAC bank cards (Debit / Credit).

From POS at different outlets, customer can purchase products

(Maximum of BDT 1, 00, 000/-) using his / her BRAC bank cards (Debit
/ Credit).

Service Charge:
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No service charge is taken for using BRAC Bank

1. Comparison of BBLs ADC with Some


Other Banks of Bangladesh
Debit Card

ATM

BPM / CDM

IB

SMS

POS

PB

BBL

SCB

HSBC

DBBL

EBL

BBL = BRAC Bank Limited


SCB = Standard Chartered Bank
HSBC = Hong Kong Shanghai Banking Corporation
DBBL = Dutch Bangla Bank Limited
EBL = Eastern Bank Limited

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Growth of BBL ATM's

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In the end of year 2005: (No of ATM's 8)

End of the year 2005


8
7
6
5
4
3
2
1
0
2005

In the end of year 2006: (No of ATM's 11)

End of the year 2006


12

11

10
8
6
4
2
0
2006

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In the end of the year 2007: (No of ATM's 32)

End of the year 2007


35

32

30
25
20
15
10
5
0
2007

In the end of the year 2008: (No of ATM's 59)

End of the year 2008


59

60
50
40
30
20
10
0
2008

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In the end of the year 2009: (No of ATM's 65)

End of the year 2009


65

70
60
50
40
30
20
10
0
2009

Total Number of ATM's In a chart over the


country: (No of ATM's 175)

Total ATM's in 2010

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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FINDINGS OF THE REPORT


BRAC Bank ATM service is now the fastest service within any
other banks.
CDM service is only one which shows a booth as a branch of BRAC
Bank.
Phone banking provides 24 hours services of the bank.
SMS service provides a customer's instant alert of any transaction
or balance inquiry.
Through a ATM, a customer could get a mini statement of his/her
account without any cost.

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:

Various types of publications of BRAC Bank Limited


Different periodicals BRAC Bank Limited
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asadsaimon.com

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