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:
“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.”