FirstBank FY'10 & Q1'11 Investor & Analyst Presentation
Summary &
Outlook
Strategy &
Transformation
Risk Mgt &
Corporate
Financial
Review
Operating
Environment
Highlights
Governance
Strategic Delivery - Service Excellence
Channel Optimization & Migration: Improving ATM migration rate is top priority; driving online
banking and contact centre awareness/usage also key
FirstBank
Since 1894
ATM Optimization
Internet Banking
Key Initiatives
• Increased withdrawal limit on ATMs to N100,000/day
•
.
Revising process of issuing cards and PINS, with expectation of increased efficiency
and improved turnaround time
Enhanced monitoring tool to inform ATM custodians of the state of their ATMs 24/7 (to
drive uptime)
Impact
• Sustained ATM uptime of ~90%
•
Increased migration rate from ~50% at end of q4, to ~58% at end of q1 2011, despite
increase in withdrawal limits from 60k to 100k.
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
Impact
170% percent growth in active usage from Q4 2010 to Q1 2011
• ~15% growth in user signup rate
Contact Centre
•
FirstBank FY'10 & Q1'11 Investor & Analyst Presentation - 28/04/2011
Key Initiatives
.
Increase of Contact Centre functionality underway
•
IVR service options
.
Language options
Ongoing awareness of contact centre features, including VOIP phones deployed in
select branches
Impact
• ~30% growth in average monthly call volume from Q4 2010 to Q1 2011
• ~30% growth in average email volume from Q4 2010 to Q1 2011
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