Email Contact Phone Company Visit Website

Atlanta, Georgia Office

3930 East Jones Bridge Road
Atlanta
GA
US

Owings Mills, MD Office

25 Crossroads Drive, Suite 200
Owings Mills
MD
US

Los Angeles Office

11150 Olympic Blvd, Suite 600
Los Angeles, CA
US

The Hague, Holland Office

Loire 200-202
The Hague
NL

London, UK Office

Baker's Hall 7 Harp Lane
London
GB

Singapore Office

30 Cecil St. #22-02/08 Prudential Tower
Singapore
SG

Scottsdale, Arizona Office

7272 E. Indian School Road
Scottsdale
AZ
US

Jersey City, NJ Office

10 Exchange Place, 23rd Floor
Jersey City
NJ
US

Brookfield, Wisconsin Head Office

255 Fiserv Drive
Brookfield
WI
US

Sydney, Australia Office

Level 14 124 Walker Street
North Sydney
AU

Luxembourg Office

4 Rue d'Arlon
Luxembourg
LU

Uxbridge, UK Office

7 Roundwood Ave
Uxbridge
GB

Lake Mary, Florida, US Office

600 Colonial Center Pkwy
Lake Mary
FL
US

Telephone

617-217-2816

Contact

Melanie Cousins
[email protected]
Back to all Fiserv announcements

To Boost Mobile Banking Adoption, Engage Branch and Call Center Staff Says Fiserv White Paper

Paper outlines strategies to train, equip and incent frontline staff to drive adoption

Fiserv, Inc. (NASDAQ: FISV), a leading global provider of financial services technology solutions, has published a new white paper that explains how financial institutions can boost mobile banking adoption by utilizing frontline staff at branches and call centers as mobile banking experts.

By taking advantage of the referral power of frontline staff, financial institutions can actively drive mobile banking adoption above the typical 15 to 20 percent rate expected among online banking customers. The majority of consumers still lack knowledge about mobile banking and the benefits it offers. Frontline staff can serve as an influential source of information about mobile banking to build awareness of benefits and educate customers on how to get started using the service.

By equipping frontline staff with the right tools and resources, financial institutions can ensure efforts to drive mobile adoption are successful. A comprehensive “Strategies for Success” program should incorporate:

  • Employee Training – Design training programs to educate staff on mobile banking value and steps for online and offline enrollment.
  • Employee Incentives – Increase staff engagement by providing incentives, such as opportunities for prizes, for promoting and enrolling customers in mobile banking.
  • Consumer Marketing and Promotional Materials – Impactful tools and resources, such as staff talking points, consumer takeaways and in-branch collateral, will effectively aid in the promotion of mobile banking.
  • Metrics to Evaluate Success and Impact– Establishing then measuring success metrics, such as percentage of active uses and mobile transaction volume, enables financial institutions to note growth and areas where adoption is lagging to best focus marketing campaigns.
  • Ongoing Engagement with Users – Continued engagement enables frontline staff to remind mobile banking users of the benefits and value of mobile banking, which could lead to increased usage and convenience for customers.

“Mobile banking can provide a positive return on investment for financial institutions, as use of the service can drive incremental transaction volume and shift transactions away from higher cost channels, while also improving customer satisfaction,” said Erich Litch, division president, Digital Channels, Fiserv. “Branch and call center staff are a tremendous asset that financial institutions have at their disposal, and utilizing them to promote adoption and use of strategic services such as mobile banking can be highly effective.”