Banks: One step before the end of teller windows

The following are expected to be gone very soon banking transactions at the counter, as the main objective of the credit system's strategy is to push customers towards digital networks (ATMs, e-banking and mobile banking) through which almost all transactions are already carried out.

As banking sources explain, «universally the credit system is determined to move - and relatively immediately - everyday transactions such as deposits, withdrawals, transfers and payments from the counter to the ATMs inside the branch. Indeed, in many cases already today these transactions are no longer carried out at the counter, with bank employees directing customers directly to the electronic machines.

In this direction, all four systemic banks are making significant investments, upgrading existing stores technologically and changing their structure, so that electronic transactions are now a priority for customers.

In any case, the same sources add, the aim is to significantly reduce customer visits to the shops and to make them more advisory and less procedural in nature. «In a short time, the customer will come to the bank branch to discuss issues such as their home loan or their savings and investment plan and in no way to pay bills or transfer money.

The first step in this direction is the cash transactions in shops are now done exclusively using the machines, fostering the new culture among the last customers who insist on the counter.

Eurobank shows the way

Already Eurobank, with the aim of further familiarizing its customers with the automatic transaction and payment machines - ATMs and APS and the digital networks, through which 97% of banking transactions already take place of the bank, establishes rolling opening hours for the cash desks in its branches.

The new timetable, which is already in place in 13 shops, provides that the service to the public through the counter will be provided at certain times of the day and not throughout the opening hours of the shop.

As the bank says in a communication to its customers, «In the context of the new era of service in our branches, we combine advanced digital capabilities with the support of our staff. From July 18, you can get service for your transactions:

• 08:00 - 10:00 at the cash desk and machines
• 10:00 - 13:00 exclusively using machinery
• 13:00 - 14:00 at the cashier and the machines»

In 70 shops to start with

The programme has been piloted in areas in Thessaloniki (Diagonios, Agia Sofias Street, Tsimiski and Diokitiri) and in areas such as Glyka Nera, Koropi, Lavrio, Agia Eleousa, Agios Sostis, Kallithea and Harokopou, is already expanding with the aim of immediately extending to 70 branches throughout the country out of a total of 270 branches operated by the bank.

The operation of the cash desk for the public at certain hours of the day is part of the logic of the phygital model adopted by Eurobank, i.e. personal (physical) contact with the customer using digital capabilities.

As explained by bank sources, the new branch operating model does not aim to limit the network, but to free up branch staff from processes and transactions that can be done electronically and thus focus on providing advisory support for customers, whether they are businesses or individuals.

Through digital channels 600,000 transactions per day

According to the data, more than 600,000 transactions are executed through digital channels per day and, on average, 116,000 customers are served per hour. On a year-to-date basis, approximately 304 million logins to e-Banking and m-Banking are recorded and 94% of all payments and transfers are executed through digital channels.

As a result of the shift to digital banking, in 2021, 20,000 product sales were completed through the digital safe deposit box, 18,500 professionals, 6,000 personal banking customers and 3,500 private customers of the bank were served through v-Banking, the service that gives customers access to their personal advisor via video call, while in the category of fast loan products, 7 out of 10 consumer loan applications at bank level are made through e-Banking and from the mobile phone, through the Eurobank Mobile App.

Costas Papagrigoris