It is well known that post computerization in the1980s, human resources at bank branches have been dwindling much to the chagrin of the branch heads. Branches which were once buzzing with more staff than the customers at a time are now looking at the tables turned with fewer staff busily attending to the varied needs of waiting customers giving a real meaning to the single window concept.
The disgruntled voices from public are also on the rise, about the services or the lack of it from the bank staff. It is not uncommon to hear about rude responses to innocent queries and non-compliance of even routine requests after many days!
Bankmen on the other hand are peeved about steadily decreasing staff strength as even the replacements for retirees (which is on the rise) are not being done regularly have almost stopped and they are forced to take up even non-banking activities when they are struggling to meet the routine jobs! It is a common sight in many branches to see officers coming out of cash cabins and staff are suffocating with rising expectations, we are also told.
Customer whining is more pronounced in the urban and metros due to the increased expectation flowing out of literacy and shorter fuse, while the ones in rural are more patient and tolerant, not grudging to gnaw into their sedentary life to repeat a walk to the bank few days later.
Rumor mills of a 5 day week for banks instead of the present 6 days is also doing rounds though premiere bodies speaking for the business community, have voiced concerns against the move.
While the debate rages on, as a customer and a beneficiary it is for the individuals to think differently and get the job done without disturbing the stretched bankmen and thus escaping their ire.
For personal banking, can we not really live without a regular visit to a branch to do our transactions?
Let us ponder. Some of the normal activities of a common customer can be broadly classified under two heads viz., Regular and Periodical , though not exhaustive.
REGULAR
- Cash Withdrawal
- Balance check
- Check transactions in the account
- Payment of EMIs
- Payment of Bills , Credit/Debit card bills
- Payment for utilities (Electricity, Resident Association, Internet Service provider, Cable TV etc., )
- Remittances / Money Transfer - to account(s) in the same bank or other bank(s)
- Recurring Deposit
- Passbook updates
- Standing instructions
In my opinion with little efforts , barring Locker operations, everything in the list above { though not exhaustive} could be done through Internet Banking and ATM.
Some efforts with interest could save the customer a lot of hassles and heartburns in trekking to a branch and sweat it out waiting to be served.
Initially, it may look daunting, but with some practice these operations could be mastered to our own benefit.
Some may claim they are not educated enough to do these operations but, believe me I have seen minimally qualified people doing wonders on the internet and social network.
At the same time , when I conducted some free coaching sessions on basic computer skills, there were many participants, who were well educated and also had served in high positions, but they wanted to know more and learn properly.
So, what matters is not education alone but interest also.
But, many of us are used to start operating any gadgets without reading much the accompanying instructions and that is where it could hurt. I have seen many of my friends and relatives abroad, going fully through the manual of any item bought and then only start using them and that incidentally is the correct way, not to get bitten or victimized.
Recently I came across an incident wherein a person very educated and had also served in very high positions falling victim to a cyber fraud. What saved him from further damage is his awareness in setting the maximum limit in his online banking transactions.
The correct way will be to know the Don'ts first and also not to ignore the DOs as prescribed by the banks themselves.
Awareness is the Key. Digital transactions have come to stay and it will be difficult to avoid them for long. Shunning them is also not in one's interest as was evidenced by the recent unfortunate pandemic which kept people indoors for months together. What made many people not only survive but also almost lead a normal life , barring driving on the streets, was the digital transactions and its operating knowledge. Whoever was conversant made hay while others suffered.
From my part, I am keen on educating as many as possible on Cyber Awareness and one of my key initiative is Free online coaching sessions. Being conducted periodically since Feb 2022, over 250 people including seniors, retired senior executives, home makers and students have so far attended and benefitted . More details on this could be had from my website at: Senior-citizen-support
What saddened me in these sessions was the participation of some very highly educated who have also served in very high positions. At the same time, what gladdened me was that such people did not hesitate to come to learn, despite their education, position and age.
I have kept the cyber door open by offering FREE online coaching on 'Basic Computer Skills' to anyone interested at any time, as I feel basic computer operating knowledge is key to keep many cyber frauds at bay. For more on this free coaching sessions, please read at Community Support
So, my suggestion is : let us catch up, know and learn more about these and start operating on our own, saving a lot of leg work to bank branches more populated with customers than staff and relieve the bank men of their ordeal by staying away from them.
If we transact from home, does it really matter whether the banks work for five days or six days and should we really worry about long bank holidays ?
Before I sign off, let us have some thoughts to munch:
As a well-wisher, I am willing to offer my knowledge on this to the needy.
As a customer, you may be willing to learn and operate Internet Banking staying away from the branches
My question is what are the banks doing to attract customers more to online banking?
My suggestion is : why not banks invite their customers periodically and conduct simple coaching sessions and also grab the chance to get closer to the customers more ?
Happy and Safe Banking !
