Building Customer Relationships at the Front Line

Thursday 2 December 2004 19:32 CET | News

BAI has released new industry research on the challenges financial services providers face executing relationship-based strategies at the front line.

Key findings from The Front-Line Factor, a study conducted by BAI Research and partners Oracle Corporation and De La Rue Cash Systems, Inc., were presented to an audience of senior-level financial services executives during BAI’s Retail Delivery Conference & Expo in Las Vegas on November 17. The study, which surveyed 500 respondents representing banks, savings institutions and credit unions of all sizes and conducted in-depth phone interviews with 38 executives from the nation’s top 50 banks, breaks new ground with its focus on the linkage between front-line performance — as assessed by bank management — and intangible assets, such as human resources. Common obstacles identified by respondents were: - Staff lacks required sales skills - Staff does not receive adequate sales training and coaching - Front-line staff focus is on internal activities (such as counting, balancing and paperwork) versus serving the customer - Front-line employee turnover remains high - Teller transaction activity is too time consuming - Too much pressure is placed on front-line personnel to cross-sell

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Categories: Payments & Commerce | Payments General
Countries: World
This article is part of category

Payments & Commerce