Investor Presentaiton
Customer Centric Approach.
• Home loans
·
Agri-loans
Products to meet customers' life-cycle needs
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Loan against property
•
Personal Loans
Customer service measures
24*7 CALL CENTRE
• Vehicle Loans
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• Gold Loans
Multi-lingual assistance
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from agents
• MSME
Daily report of calls
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monitored
•
• Loans to Financial Institutions
Case-in-point: COVID
Proactive steps taken to support customers:
o Moratorium on loans up to six months
o Restructuring of loans
o Special Loan Products
++ ESAF
ESAF SMALL FINANCE BANK
Joy of Banking
DOOR-STEP BANKING
Facilitate regular door-step
collection from
microfinance customers
On-ground presence
through BC partners; better
understanding of customer
requirements
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I
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CUSTOMER SERVICE
QUALITY DEPARTMENT
Dedicated team; conducts
.
fortnightly reviews calls on
efficient resolution of
customer complaints
Undertakes surveys from
customers to obtain their
feedback on the quality of
customer service
•
COMMUNITY
BUILDING PROGRAMME
BCs undertake various non-
financial services, which
include, among other things,
conducting financial literacy
programmes, livelihood
programmes, entrepreneurship
training programmes and
community engagement
programmes
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