FirstBank H1'11 Investor & Analyst Presentation
Summary &
Outlook
Strategy &
Transformation
Risk Mgt &
Corporate
Governance
Financial
Review
Operating
Environment
Highlights
Strategic Delivery - Service Excellence
Channel Optimization & Migration: Continuous Improvement in ATM migration rate is top
priority; driving online banking and contact centre awareness/usage also key
FirstBank
Since 1894
ATM Optimization
Internet Banking
Current Initiatives
Key Initiatives
• ATM optimisation drive concluded and enablers put in place (SLAs signed; SMS alert
for custodians, etc), Migration improving appreciably - 60% as at end Q2 with 70% as
target.
•
Contact Centre
.
24% increase in transaction volumes by Q2 from Q1
• 38% increase in On-Us transaction also by Q2 from Q1
Impact
• Sustained ATM uptime of ~90%
• Increased migration rate from ~58% at end of q1, to -60% at end of q2 2011,
Key Initiatives
• Major revamp of internet banking system underway, with objective of increasing
functionality, usability, and ease of sign-up
• Continued push to increase awareness of internet banking features and improve sign-
up turnaround time
• Continued push to increase awareness of automated cheque confirmation enabled on
internet banking
Impact
• 7% growth in users between q1 to q2
Key Initiatives
.
Deploying full contact centre solution (Avaya Aura)
• With interactive voice response service options and
Language options
•
Ongoing awareness of contact centre features, including VOIP phones deployed in
select branches
Impact
• 9% growth in average monthly call volume between Q1 and Q2 2011
• 17% growth in average email volume between Q1 and Q2 2011
FirstBank H1'11 Investor & Analyst Presentation - 27/07/2011
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