A Japanese innovation which I expect to see in the US before long: video conferencing kiosks at bank branches for relatively low-volume transactions which, for regulatory or customer-comfort reasons, require a bank officer to meet with the client.
This lets you centrally provision the bank officer at a call center in a market where bank officers are abundant and inexpensive and increase their utilization, rather than having to have relatively expensive bank officers constantly underutilized at your most expensive branches.
A sample transaction, which takes about an hour of an officer's time at my local bank, is onboarding a new deposit account customer. This combines a bit of data gathering, a bit of salesmanship, and a bit of regulatory compliance / KYC.
(The question is almost literally:
Select which of the following you will use your new bank account for:
a) Daily life
b) Operating your business
c) Nuclear, chemical, or biological weapons development
d) Terrorism
e) Operating an anti-social group
f) International wires
)
Select which of the following you will use your new bank account for:
a) Daily life
b) Operating your business
c) Nuclear, chemical, or biological weapons development
d) Terrorism
e) Operating an anti-social group
f) International wires
)
A shadow implication of this is further deskilling of the retail bank branch employee base, since traditionally the people doing this sort of work have to be able to handle the (fairly expansive) set of things that anyone in the neighborhood could want a banker to do.
The telephone booth services are going to be provided by a computer and call center rep symbiosis, though, and while the system has to know how to handle anything, the call center rep only needs to know how to handle whatever queue they're assigned to.
• • •
Missing some Tweet in this thread? You can try to
force a refresh
