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Mutual Trust Bank Limited (MTB), one of the leading bank in Bangladesh, has been recently named winner of the prestigious ‘Best Customer Service Bank (BCSB) – Bangladesh in 2022’ award by the UK- based premium business and finance magazine International Finance, established to recognize and reward excellence for organizations all over the world.
MTB received the award for its exceptional customer service, commitment to innovation and its omni-channel strategy, which includes fully digital banking services integrated with the traditional banking channels, online and mobile banking experiences. MTB’s significant investments in digital solutions enable the Bank to accommodate changes in technology, educate consumers and improve access to financial products and services. For providing superior customer service experience world-best Core Banking Software (CBS), TCSBANcs has been installed which effectively helped the bank to build a robust digital banking ecosystem. An effective customer service process has been established which ensures that customer enquiries and grievances are attended to and resolved in a timely manner.
Apart from a 24/7 Contact Centre at 16219, MTB has a wide banking network with 119 branches, 37 Sub branches and 200+ Agent Banking Centres through which the bank’s customers can easily receive banking services. Customers can also access service using Mbot through MTB Website. The Bank has the largest Airport Lounge Network of the Country which makes the traveling experience exquisite for its customers.
Commenting on this occasion, Managing Director & CEO of MTB, Syed Mahbubur Rahman said – “There is no doubt about our improvement in customer service quality, the bar has been raised. Winning the ‘Best Customer Service Bank in Bangladesh’ award stands as a testament to our success in driving customer satisfaction. This latest recognition also affirms that our significant investments in technology have resulted in a customer experience that sets MTB apart. I would like to extend my gratitude to all my colleagues for introducing a successful operation model to optimize customer experience by handling complaints more quickly and effectively.
In order to differentiate from competitors in this fierce competition, we need to go above and beyond what’s traditionally been offered in customer service like alluring customers with price. To win new business and retain existing businesses and customers, we need to wow them consistently with top-quality service. Hence incorporating innovative approaches to serve them will continue to remain at the forefront of our efforts at all times.”
International Finance Banking Awards recognizes business excellence amongst banks globally that play an integral role in enhancing various sectors and honors organizations for achieving outstanding results that have been acknowledged across the global market. While the BCSB award is presented to honor the most unique, innovative and pioneering financial institutions whose branches and technologies are having the greatest impact on consumers around the world.