News : Bank of Melbourne’s New App Cuts Waiting Time
Melbourne, Australia, Aug 18, 2015 -- Bank of Melbourne is set to beef up its mobile banking app with a feature that promises to reduce the time it takes customers to get their queries resolved.
The bank’s "Connect" feature can reduce the average call resolution time, which Bank of Melbourne chief executive Scott Tanner said put the bank ahead of the local competition.
The secret sauce is the pre-existing authentication channel baked in to the app. Customers are already securely identified through fingerprint technology or a four-digit password, so there’s no need for them to answer a series of security questions when they speak to a customer service specialist. The bank’s chief information officer, Dhiren Kulkarni, said eliminating the need for customers to identify themselves could save up to two minutes a call. That may not seem like much, but in the contact centre environment every second counts.
Mr Tanner added the app was an important step in addressing a critical pain point for customers, who are increasingly doing their banking on mobile devices.
"Some of the issues for customers in the call centre environment are that they don’t like queuing, they don’t like talking to robots and they don’t like identifying themselves, seeing it as a waste of time," he told The Australian.
The service, available from mid-September, also works from overseas locations and will be rolled out over time across Westpac’s operations.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Managing Peaks
About Bank of Melbourne:
The Bank of Melbourne is a financial institution based in Melbourne, Australia, established in 1989 and taken over by the Westpac Banking Corporation in 1997. In 2004, Westpac rebranded the Bank of Melbourne branches as Westpac branches.
About Westpac Group (Australia):
Westpac, is a multinational Financial services company and became the largest bank in Australia (by market capitalisation) after it took over St George, and the second-largest bank in New Zealand.
Published: Wednesday, August 19, 2015