Let’s picture a hypothetical situation: You need to speak to an agent for your bank, but you can’t be there in person. This is a common occurrence, so it’s not hard to imagine.
Now, what if instead of going through automated messages and menus until you reach an actual agent to speak with over the phone, you could make a video call from your computer and speak with someone face-to-face?
This is the case now in Australia’s Defence Bank. Its Melbourne head office has opened a video call center, providing its customers with the option and opportunity to speak with its staff over video.
Customers can use a computer with a camera to communicate over standard applications, thanks to a proprietary system developed by uGenius Technology. Members can book a video call, then discuss with agents issues such as home loans, personal loans, credit card applications, or anything else for which they need to speak with someone.
This is a first for the Australian retail financial services market, but hopefully it’ll be a trendsetter. Video communication makes it easy to speak with agents at a time that’s convenient for everyone, saving the gas that would be spent driving and time that would be spent waiting for an available agent.
Defence Bank seems pleased with how it’s going so far, and its customers will be too.
Of course, video conferencing is also convenient for agents as well as customers. Being able to schedule conferences means they’ll both be clear on when to expect someone, and the customers can provide important information ahead of time.
In large areas, cutting down on the travel time and costs is always a plus, saving money and time for customers.
Will this kick off a new wave of e-banking? It’s hard to say, but one imagines it can catch on nicely. Video conferencing has proven very convenient in many industries, and banking can stand to benefit from all the benefits it provides.
Defence Bank was smart to implement this, and both the bank’s agents and customers will appreciate it.
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