Call centers: the hear of direct banking

Article Abstract:

Direct banking is a popular retail banking strategy that involves the delivery of services to consumers through electronics rather than branch personnel. Although its most prominent form is PC-based banking, call centers play a more important role in any bank's retail strategy. The call center allows customers to avail of all kinds of banking services, except cash withdrawal, with the use of the simple technology of the telephone. The importance of this service delivery channel is expected to increase with the transition of banking from paper- to electronic-based transactions. Banking Strategies magazine recently sponsored a panel discussion on call centers, which were participated in by such experts as Mentis CEO James B. Moore, Chase Manhattan Bank Sr VP Edmund Valenski and Fleet Bank Sr VP Ann Christensen. The participants predicted that call centers will come to serve as the point of convergence for branch-based and PC-based banking.

Functions related to deposit banking, Electronic Banking Svcs, Conferences, meetings and seminars, Panel Discussion, Electronic banking, Home banking, Home banking services

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Living the brand

Article Abstract:

Banks can achieve greater success in branding by drawing attention to the quality of the overall customer interaction that they offer. Unlike other branding techniques, 'experience branding' does not focus on the bank's image, product functionality and name awareness, but revolves around the totality of the client's exposure to the bank's products and services. Although the experience branding concept is currently practiced in only a handful of financial services companies, it is expected to gain greater acceptance simply because it is the most effective survival strategy in a changing and increasingly competitive marketplace. It can help banks survive by bolstering both customer service and customer relationships.

Commercial Banks, Marketing Management, Methods, Banking industry, Marketing, Brand name products, Brand names

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