Performance Highlights - 2010

Remote Banking Remote Banking - Overview

Customer Base - Remote Banking

Revenue- Remote Banking Remote Banking v/s Branch - Transactions

Remote Banking Transactions 2008 - 2009 Remote Banking Transactions - Channel Mix Remote Banking v/s Branch - Transactions

Transactions Call Center ATM Virtual Banking MCB Mobile

Year 2008 170k 15.5M 955K -
Year 2009 600k 18M 1M 470K
 Performance Highlights - 2010

Remote Banking Bill Payments & Fund Transfers

Fund Transfer - Transactions Fund Transfer Transactions

- Channel Mix Fund Transfer - Amount Fund Transfer
Amount - Channel Mix

* VB transactions include corporate customer

transactions * VB transactions include corporate customer
transactions

Bill Payment - Transactions Bill Payment

Transactions - Channel Mix Bill Payment - Amount Bill Payment
Amount - Channel Mix
 Performance Highlights - 2010

Remote Banking Call Center - Overview

Call Center Serviceable Customer /Total Customer Base

Call Servicing Trend (Asset products vs Branch Banking)

Call Center Call Volumes

Transaction Mix / Call Center
 Performance Highlights - 2010

Remote Banking Smart Card & Mobile Banking

Mobile Banking Transactions - Non Financial

Deeping in Existing CASA Portfolio Monthly NTB Card Issuance Trend

Mobile Banking Transactions - Financial

NTB Card Issuance v/s New CASA Opened

Mobile Banking Transaction Trend

 Performance Highlights - 2010

Remote Banking Launches & Achievements 2009

Virtual Banking Mobile Banking Website eStatement SMS Banking Call Center Smart Card ATMs
Lhr call center live 14 ATMs activated
JAN

Supernet brought on as Participation in 2nd AKNMTECH shortlisted 22 ATMs activated

FEB Mobile Banking as the vendor for SMS
Conference Banking & Alerts

IESCO brought on as a SBP approval for Staff Privilege Banking Page eStatement development Letter of Intent (LOI) Auto reg of branch Smart Card Generation 8 ATMs activated
MAR biller Launch completed signed with customers on Call Center Module improved to
AKNMTECH reduce break downs
Servicing Process Service launched for Dedicated Privilege line
document signed off limited users launched

Alerts on beneficiary Staff launch initiated with Website cleanup exercise Pilot of KYC validation 7 ATMs activated
APR addition launched 1K users & 15K trans initiated , all stakeholders checks in SCGM
engaged to update launched for 2 branches
Activation campaign Mobilization drives & content. Discipline put in
launched using email and Galas conducted
sms broadcasts.
Registrations inc by 30%

User interface optimized Registration via call Website and VB access eStatement launched for 6222 Short Code Outbound unit 15 ATMs activated
MAY center live given to staff via the home close user group launched for MCB launched
AMC online fund trading portal
made live on VB Mobile website launched

Donations for PM's IDP

Fund made live on VB

Staff registration drive

launched

Registration via call Donations for PM's IDP Alpha Excellence page Awareness collateral 7 ATMs activated
JUN center launched Fund made live launched on MCB Home launched
Portal
State Bank approval for
commercial launch mcb.com.pk facelift

Marketing collateral
finalized

Over 200 branches

trained

MCB mobie test drive

functionality live
 Performance Highlights - 2010

Remote Banking Launches & Achievements 2009

Virtual Banking Mobile Banking Website eStatement SMS Banking Call Center Smart Card ATMs
KWSB bill paymnet made Presidents Message put Project alpha - REX eStatement service CC team visited Penetration vertical live 9 ATMs activated
live for branch banking on Portal launched for staff branches in Khi & Lhr
JUL customers portal
Training videos on MCB
home portal Mobile Banking page
launched on website
MCB Mobile launched for
DHA scheme launched on
website

Google analytics tool for

website stats deployed

AUG All Telco Prepaid voucher Mobilization teams 2,000 + employees Card issuance inc by 43% 8 ATMs activated
purchase facility / topups deployed in KHI, LHE, enrolled
launched FSB & HYD
New VB collateral AZADI Offer & Ramadan
approved and distributed Offer launched
to branches

SEP Servicing call outs Conversions from SMS Debit card order taking Mobile number reg Call Center apps 8 ATMs activated
initiated Banking to MCB Mobile banner and info drive drive on pilot ATMs (IVR, CRM, Genesys)
launched (Clifton & SST) live. migration on blade Achieved ATM uptimes of
Side screen ads on ICC Project rolledback due server 96% and above during Eid
champion’s trophy for to technical issues.
MCB Mobile

OCT Transaction sms alerts on
VB for all Telcos launched.
Initiated the evaluation of a
new internet banking
portal for MCB
MCB Mobile Call Center bill payment Due to IT limitations and SMS Banking live for Lead capture interface 14 ATMs activated
representation on Twitter, page launched issues project rolled close user group for the front line
Facebook, Linked In etc back.Reengineering Migration of 20K + launched
Content for Banca underway Mobilink customers
launched on website Card issuance via
Call center launched
24k cards issued

NOV Call Center training for VB POS registration testing Website cleanup drive , ATM PIN verification Smart Card support 10 ATMs activated
2nd phase conducted on IVR launched group live to facilitate
front line Achieved uptimes of 97%
LUMS pilot successful, Bill payments and above during Eid -
with 27 NTB Accounts launched Highest ever by MCB

DEC Bill payment trxs recon and
settlement functions
transferred to consumer
ops from ITD
Pricing to be
implemented in Dec
MCB Mobile radio spots MCB HRM Careers portal Closed user group 10 ATMs activated
live launched relaunched
ATM Locator launched

Branch Locator launched

Continue...
 Performance Highlights - 2010

Remote Banking MIS Dashboard - 2009

Virtual Banking Mobile Banking Website eStatement SMS Banking Call Center Smart Card

JAN

FEB

Agent Performance Matrix

MAR (manned hours, call
evaluations, calls answered)

Monthly NTB penetration

(accounts opened/cards
APR issued Branch, region,
Bh wise)

Quick updates (top Agent daily performance

MAY performing Branch,
Region)

Indicators (Registrations, MIS Deck - Call center &

JUN uptime)
Debit Cards (complete
Channel info)

Branch, Region & BH wise

JUL Branch,BH, Region
portfolio)
Branch, Region & BH Tier Wise penetration Tier Wise penetration
AUG wise penetration
(Penetration / Branch
portfolio)
Tier Wise penetration Branch, Region & BH wise
SEP Branch,BH, Region
portfolio)

OCT
Tier Wise penetration Call Center Dashboard Smart Card dashboard
(Active Smart Card (individual performance, (issuance, trxn on ATM,
NOV Customer vs VB POS)
customers)

Branch, Region & BH Mobile Updates (Branch Remote Banking deck

DEC wise penetration wise registartions, (channel wise customer
(Penetration snapshot in activations) base, statistics, mothly
Branch portfolio) update, highlights)