Introduction to

Bankers Quotient

We provide customized learning and testing solutions,

to enable aspiring as well as current bankers, become the
BFSI leaders of tomorrow.

Team 13
Sathish Kumar R (159278115)
Vishnu Prasad (159278100)

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 Verticals of BQ
Venture successfully launched,
New Product
profitable & scaling up

Academy Digital Learning

Onsite Academy e Learning
delivering platform for
aspirants preparing
customized
to embark on a
programs to build Banking career
banking skills

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BQ Academy
Education Industry
B2B & B2C market
18 Partner Banks
7000 + bankers trained
Pan India Delivery capability
Empanelled Employees
Exclusive program EDP, ASCENT etc

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Products
A one stop solution for all the bank exam needs

30K+ Content
Database Real Mock
Exams

15K Video
Solutions
Custom
Analytic Dashboard

Access to Weekly
Live SME GK summary

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Sales Model
Online
Direct Sales
Promotion &
Advertising Offline
Channel
Partnership Engagement
Bankers
Model/ Re-
Quotients
seller Model/ Coaching
Existing Sales
Institutional Centers
Model
Sales

Franchise Colleges
Model

Coaching
Centers

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 Customer complaint

complaint resolution
Mail based Toll Free number Web chat complain

IVRS/Landline
extension
Sales executive

Chat feature on Delay in Acknowledge

website action

Internal complaint Relevant executive

management executive complaint

Social media chat Quick response

Senior
Product engineering
executive/manager

Third party
Mail based assistance
Complaint redressal structure of BQ

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Direct Sales model - Complaints
Types of Complaints TAT(days) General Mechanism Customer Complaints handling
Knowledge about courses/package Call, Post in online social media page,
offered >1 Chat option in web page Customer support executive

Registration confirmation Customer support executive to product team to

delay/difficulties 1-2 Call, chat option in web page technology service providers(3rd party) to call/email

Customer support executive to product team to citrus

Payment confirmation/ failure
Information on package update
Scholarship exams, discount offers
for that region
Webex sessions update
1-2 Call, chat option in web page service centre to product team to call/ email
Customer support to product team to technology
>1 Call, chat option in web page provider
Call, chat option in web page, social
2-3 media posts Customer support to business development team
Customer support to content team to SME availability
1-2 Call, Chat option in web page check to Confirmation email

Direct Sales Presence:

Pan India presence through regional offline promotions and nation wide online promotions
Centralized customer Support service
Offline channels includes book shops, coaching centres, outdoor hoardings, pamphlet distribution,
Newspaper advertising etc.

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B2B Sales model - complaints
Types of Complaints TAT(days) General Mechanism Customer Complaints handling
Price/ reseller commission Regional Sales associate to business development
negotiation 2-3 Call team (Head)
Regional sales associate to product team to 3rd party
Product integration 6-7 Call technology providers
Regional sales associate to product team to 3rd party
Product & content update 5-6 call technology providers
Regional sales associate to business development
Discount offers >1 Call (Head)
Regional Associate to content team to SME availability
Webex Sessions update 1-2 Call check to confirmation

B2B Presence:
Currently in selected metro cities like Mumbai, Bengaluru, Delhi, Chennai etc.
Operations are handled by Sales associates appointed for that particular city
Channel partners includes coaching centres which lack online support and colleges

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Methods of resolution
Market-Based Customer Complaint Initiatives
Online grievance redressal system

Full Fledged Customer Service individual

Separate toll free number

Social media redressal

Preventive Customer Complaint Handling

FAQ update on site

Legal update

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 Legal terms update

Internal Complaint Handling

At Circle level
Role Function 1) Meet sales executives for Complaints
Customer Service/Field Record interactions. 2) submit report on Customer Service as per
Sales/ Field Service Document complaint details. detailed checklist
Send acknowledgment. 3) Wherever deficiencies are noticed corrective
& product engineering done

Regulatory Affairs/Medical Analyze complaints.

Affairs Determine reportability At Head Office
Identify the reporting authority 1) Full Fledged Customer Service Section
2) Acknowledgement sent to customer
immediately on receipt of the complaint
Initiate corrective process 3) Analysis of the complaint and instructed to
Assign actions to respective circle office
departments
Product Engineering/Sales
Track and manage actions through
closure
Implement corrective actions.

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