We are pleased to see the launch of Australia’s first video call centre at Defence Bank recently (15 January 2013). We’ve worked on transformational initiatives, such as home bankers and the technologies to enable video, but now we’re seeing this possibility being realised. We’ll hopefully see some facts about its performance shared by Defence bank before too long.
Essentially it offers Defence Bank’s customers an opportunity to arrange a video appointment and then talk face-to-face with a banking consultant from their own home.
Defence Bank CEO Jon Linehan said: “This is a significant innovation by the Bank that will have enormous benefits for Defence Force personnel, many of whom find it difficult getting to a branch to conduct their business.”
“We know that when people are conducting a major financial transaction, such as applying for a home loan or organising their superannuation, they prefer being able to do it in person. This technology innovation by Defence Bank allows this to happen.”
“It is allowing Defence Bank, as a customer owned Bank, to continue to ensure our customers always come first, and this innovation is an important step in being able to service the more than 90,000 Defence Bank customers, many of whom serve in remote locations in Australia and overseas.”
“Many Defence Force members are in their 20s and early 30s, and want this type of technology. What has to be remembered is that military personnel, in particular, are regularly transferred, so this will allow them to establish a ‘personal’ Banking relationship even when they don’t have access to a branch” he said.
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