Employee’s perception on performance appraisal

Abstract

Banking services in Bangladesh is characterized as a highly competitive and highly regulated sector. With a good numbers of banks already in operation and a few more in the pipeline, the market is becoming increasingly competitive day by day. The commercial banks are constantly looking for ways to develop their market and quality service & product which offers to remain ahead of others. Eastern bank is the reputed bank in Bangladesh and created one of the largest networks among all the banks in Bangladesh. My main objective was to identify performance management process and practices of EBL contact center. For this reason I observe different performance which is present in contact center. Actually this center has to deal different services with commercial and non-commercial clients. I had to gain the practical area of responsibilities and of accountabilities as an employee. I tried my best to ask management and agent who directly and indirectly to gather my information. However I had a good access to the bank‟s publication. My task was analysis performance and understands performance quality, customer desire to compare the customer satisfaction of the Eastern Bank Ltd. That‟s why I divided my report into seven chapters. Sincere attempts have been made to analyze the performance on different services of Eastern bank‟s contact center that plays a big role when customers take different services from this contact center. Having established itself as the leading foreign commercial bank in Bangladesh, is not sufficient itself unless a hearty attempt is made to sustain this position. Amidst an age of regulation and intense completion, focus on their marketing aspects and trained up their branch personnel about all sorts of information, diversification of the corporate product in a way that helps to increase the wallet share of the bank and thereby achieve growth is undoubtedly very desirable.