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BizReport : Trends & Ideas archives : December 02, 2014

Face-to-face video banking comes to the UK

Technology may have led to a decrease in face-to-face interaction but one bank in the UK is bringing back the personal touch with video a video banking service that even tries keep the staff member a customer communicates with the same each time.

by Helen Leggatt

Remember the days when you could walk into your local bank and the teller would recognize you, perhaps even call you by name, or maybe you waited until your favorite teller came free just so you could deal with them directly?

While technology may now enable us to do many things, including banking, without even leaving the sofa, Barclayshas become the first bank in the UK to introduce a face-to-face video banking service.

The 24 hours, seven days a week Skype-like service is due to begin on December 8, 2014, and will initially be available only to premier account customers. Video contact can be made via mobile, laptop, tablet or desktop.

The service will then be rolled out to mortgage, business and wealth customers from early 2015 after which, at an undisclosed date, it will be made available to all retail customers.

Barclays will also try to ensure that they automatically match customers to a specific member of staff they have already spoken to when possible.

"This is a watershed moment for the way people do their banking in the UK - where we will finally be able to interact with customers completely on their terms, rather than ours," said.Steven Cooper, CEO, Personal Banking, Barclays, in a press release.

"While many of our customers are increasingly using digital channels to complete routine transactions, for the important moments, you just can't beat face to face conversations, yet traditional branch opening hours don't always give customers that choice."

Tags: banking, mobile, technology, UK

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