Mobile Banking Breathes New Life into Call Centers

From American Banker –

“The life of a bank call center agent is rapidly changing.

Where once agents mainly answered customers’ routine questions over the telephone, today they are addressing a wider range of technical queries through a growing number of media.

There is live chat on mobile apps and websites. There are Skype-like experiences on ATMs. And in some foreign countries, there are mobile banking apps with video-chat capabilities. There is two-way texting, and of course, there is responding to consumers’ tweets and Facebook requests.”

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“Bankers’ hours” takes on new meaning

From ABA Banking Journal

“The term “bankers’ hours” comes from the traditional bank operating hours between 10:00 a.m. and 3:00 p.m., long out of date. Today, the term is often used to describe an easy job with short working hours.

In contrast, at FirstCapital Bank of Texas, any hour of the day—or night—is bankers’ hours. The bank recently launched ten interactive video teller kiosks that provide customers with live, remote teller service at four of the bank’s seven branches located throughout western Texas and the Texas Panhandle 24 hours a day, five days a week. The $800 million-assets bank plans to install the kiosks, which it calls TellerConnect, in all seven branches as well as non-branch locations, says Brad Burgess, CEO. Several TellerConnect kiosks are drive-up units, and the rest are located within the branches—placed in 24-hour lobbies.”

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BofA Employees Picket Video Teller Technology

From The Financial Brand

“Video teller machines will cost jobs, protesters say. But their picketing won’t stop the inevitable.

Bank of America branch tellers in New York recently took to the sidewalk to protest the installation of ATMs with video teller assist.

The activist tellers said the machines will result in a reduction of teller positions at the bank.”

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BofA rolls out video teller ATMs

“As it accelerates its branch closure programme, Bank of America is preparing to introduce ATMs that let customers talk to tellers through real-time video technology.”

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This video from uGenius Personal Teller Machine shows exactly how a video teller works.