Are US Call Centers Hurt by Online Banking?

Americans have become more comfortable with point-and-click banking over the last decade as they did with ATM tellers over 20 years ago. Although it’s estimated that about 50% of the people are still concerned about online banking and privacy, this is expected to continue to decline as younger customers reach prime banking age. This is creating a change in thinking at the typical corporate bank call center.

Although the same issues about personal privacy and security continue to be raised, the banking industry has a vested interest in moving the customer base over to web based banking. Many people are moving to direct “chat based” help live help instead of reaching for the telephone and making that call into a call center.

As online banking has gained in popularity due in part to faster web connections, banks have stepped up their efforts to feature the convenience and speed of internet banking services to manage your accounts. The reason is that online customers are cheap by comparison to the typical “visit the bank” type customer. Online customers use fewer resources and make fewer calls to corporate call centers.

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