Many Voronezh residents actively use bank cards. They need to be updated every few years. As it turns out, you need to be vigilant during this simple procedure. Otherwise, your accounts will be connected to services that you didn’t even know existed.
Elena, a resident of Voronezh, was connected to several additional services during the planned re-issuance of her card at Sberbank. On Thursday, April 21, she came for a new “plastic” to the branch on Koltsovskaya Street, 46.
“I took a coupon to reissue the card. I walked up to the window following an electronic queue. This is not the first time I am changing a card - the procedure is familiar to me. I signed the documents and entered the PIN code several times to activate. After that, a bank employee brought me to a consultant who was supposed to restore the mobile bank,” says Elena. “She activated the mobile bank through the terminal, and then quickly pressed and printed the check. She then quickly walked over to the computer and logged into my online banking. She told me to dictate the password from the SMS message to her.”
The client clarified for what purpose the employee wanted to log into her banking. The employee stated that she needed to “activate the card - the new card does not work yet.” The client objected that she had already changed the card more than once and such manipulations were not required.
“Now the rules have been tightened, we need to make test payments,” the consultant explained to me,” the client quotes the employee. “I was surprised, but agreed to dictate the password to her.” Then the Sberbank employee said that for the transfer you need two numbers - one is mine, and the second is a loved one to whom you can test the payment. After that, she went to the auto payments section. I pointed out to her that I don’t need auto payments - I don’t want to connect them. She also assured that this is a mandatory procedure, the payment will go through once - otherwise my card will not be connected.”
According to the client, everything happened very quickly. After visiting the bank, Elena carefully re-read all the SMS messages that had arrived. It turned out that she was connected to two automatic payments and two Piggy Bank services, which she did not ask for.
“I was shocked, then I came home and started turning off the services,” Elena says indignantly. - It's good that I noticed it. I have heard a lot about the pressure to buy filters and cosmetics, but large bank You don't expect this. There is some trust in the employees.”
AND AT THIS TIME
If you don't want it, you'll save it up
On the same day, when the card was reissued, another Sberbank client also received the “Piggy Bank” service. Unlike Elena, they did not connect him to auto payments. The essence of the “Piggy Bank” is that a percentage of income or expenses from your card is automatically transferred to one of your accounts. Most often, this is a “savings account”, the interest on which is minimal. This service is positioned as a way to accumulate the required amount of money. However, does every client want this service?
For those who have connected the Piggy Bank, we will tell you how to turn it off. To do this, you need to go to Sberbank online banking. Click on the debit card account - funds are debited from it. Then select “Map Information” and scroll down. That's where all the "Piggy Banks" will be. In the upper right corner, click on the “Operation” button and select “Disable”.
You need to take a coupon with a number from the terminal located right there in the lobby, and then sit quietly on the sofa or stand (depending on your luck) waiting for a call. The first thing that catches your eye is the calm that reigns in the hall. There are no arguments over who took charge of whom, and no real nervousness when the operator announces that the window is closing for a technical break. “Boring, girls!” - the great schemer Ostap Bender would say. And I would be wrong. Visitors to the central branch are not yet bored. A client visiting Sberbank for the first time after a long break feels cheerful as soon as he enters. Where to go, what to do is unclear. This information can only be obtained from kind-hearted people in line. Just sitting and waiting after you have the treasured coupon in your hands is also not as easy as it seems. If in a “live” queue it is more or less clear how many people are ahead of the queue, then in an “electronic” queue you can’t figure out anything. You have, say, number 114, and the numbers “95”, “60” and “73” are displayed on the scoreboard. How much longer to wait? It's good if not more than 15 minutes. According to research conducted by the international company Nexter, this is how much time the average Russian is willing to spend in line. A resident of the European Union, by the way, “explodes” already in the third minute of waiting. But we are people seasoned in queues and therefore we obediently stand for almost an hour. Although, perhaps, we will soon also relax like the Europeans, because “electronic” queues are being introduced to reduce these same queues. The management of VTB-24, where 85 percent of visitors are served this way (Sosnovy Bor is still an exception), for example, claims that the branch’s throughput increases by an average of ten percent just three months after the system is introduced. During approximately the same period, clients get used to queuing with coupons. However, it cannot be said that what is good for VTB-24 will also suit Sberbank. Clients are different. Moreover, their quantity. A typical visitor to Sberbank is a pensioner who comes to receive a pension, deposit or withdraw money from a savings book and pay utility bills. For him to get a coupon through the terminal - a big problem, as in general any communication with electronic devices. However, no employees were seen in the lobby helping to understand the intricacies of the terminal. Therefore, an elderly person will have to spend time to navigate the innovations. At the same time, there are thousands of pensioners who are accustomed to trusting a stable “Soviet” bank. Moreover, after problems arose with accepting utility payments at the post office, their number increased even more. Therefore, working people who do not have enough free time will have to get used to sitting in an electronic queue, just as they previously got used to standing in its “live” counterpart - some payments can only be paid at Sberbank, and nowhere else. For now, however, Sosnovy Bor residents have a choice. You can stand the old fashioned way in four other city branches of Sberbank, which have not yet been affected by new trends. When will they switch to “electronic” queues? Considering that the installation cost electronic system in the department is from half a million to a million rubles, unlikely soon. A more precise answer could have been given by the management of the Sosnovy Bor branch, but they turned out to be unprepared to answer our questions without a written request to the head press service. *** Self-tested On Monday, after the end of the working day (at 18.30), a Mayak correspondent went to Sberbank to pay several bills. The terminal was covered with an information board, since the branch is open until 19.00, and there were still quite a few people in the lobby. People standing in line advised us to ask the security guard about coupons left by visitors who did not want to stand in line. One of the four such coupons left, issued at 18.00, was given to the correspondent, which caused some dissatisfaction among people who had already spent half an hour in the “electronic” queue. The invitation to the box office was displayed on the information board at 18.50 - ten minutes before closing. There were still people with coupons in the Sberbank lobby. Numbers After the introduction of electronic queues, sales of banking products increase by 9%.
With the help of coupons, Sberbank learned to better manage queues in offices
Photo: Alexander Ryumin/TASS
In the future, perhaps, human interaction with a bank will occur exclusively in remote access. And customers are likely to pay extra for the luxury of real communication as an additional service, representatives of the financial sector predict. In the meantime, although more and more transactions are being transferred to remote service channels, the flow of clients to banks does not dry out. Banki.ru studied how bank electronic queues are managed and how much time clients of the largest credit institutions spend waiting.
You weren't standing here
Banks are one of those organizations where queues are inevitable. To effectively manage customer flows, credit institutions use electronic queues. There are already technologies that allow you to “stand” in such a queue without physically being in the bank.
Queue management systems are constantly being improved and refined in accordance with market requirements and customer requests, says Marina Moskaleva, head of the development department at Neuroniq. “Now you can be in line without being physically present in the department, for example, using the “remote viewing of the information board” function. The printed coupon with the queue number contains a generated QR code that allows you to track the status of the queue using a smartphone. The client, reading this QR code with any mobile application to recognize it, receives a link, clicking on which displays a page with data about the called client numbers. These data are similar to those displayed on the information board in the department. Thus, it becomes unnecessary for the client to be present directly in the display area. If a client comes to a bank branch at the time of peak load and sees a large number of people waiting, he can, when choosing a service at the terminal, take advantage of the option of pre-registration for the current day. For example, indicate the time of your visit in an hour or two. In this case, a person can be sure that his number will not be called earlier than after the specified time,” explains Moskaleva.
Now you can be in line without being physically present in the department, for example, using the remote viewing of the information board function. The printed coupon with the queue number contains a generated QR code that allows you to track the status of the queue using a smartphone
In addition, banks are actively introducing biometric technologies to identify clients. “Biometric technologies are used to identify VIP clients at the time of registration at the queue terminal to confirm service priority. For this purpose, the terminal is additionally equipped with a face recognition camera or a fingerprint scanner. Also, similar technologies are used in the case of integration of a queue management system with ACS ( access control and management system. - Approx. Banki.ru) to confirm the client’s identity when accessing special storage facilities. In this case, not only identification of an individual can be used by a facial image or fingerprint, but also voice identification or scanning of the iris,” says Marina Moskaleva.
The queue at Sberbank is no longer the same
Despite the increase in the number of transactions in remote service channels, the number of clients visiting bank offices to carry out transactions is not decreasing, Banki.ru reported in Sberbank.
“Sberbank is systematically addressing the issue of reducing queues in its branches. 90% of clients wait in line for transactions for no more than 10 minutes. The average waiting time in line dropped to 4.5 minutes. This is a good indicator, given the level of penetration of non-cash transactions in the country and the age structure of the bank’s clients. On average, one employee serves more than 100 clients - individuals per day,” they told us at Sberbank.
In the press service VTB 24 noted that the waiting time for a client at a bank branch is influenced by several important factors: the structure of operations, the duration of service and the number of clients per employee.
“One of the bank’s tasks, which we successfully solve in last years, - transfer of quick service operations from branches to remote channels. Accordingly, the front line was able to focus on more complex targeted operations. For example, this design mortgage loan. At the same time, VTB 24 continues to reduce the average client waiting time in the office - now it is about 4 minutes. Currently, one VTB 24 employee serves about 20 clients per day. This figure has decreased by 20% over the past year and a half, and the total client flow to the office has decreased by 40%. The average waiting time decreased from 4 minutes 37 seconds to 4 minutes 13 seconds,” the bank reported.
IN RNKB said that over the past year, waiting time in line has been halved: from 24 minutes in June 2016 to 13 minutes in June 2017.
“The introduction of an electronic queue management system in operational offices, optimization of intrabank processes, and transfer of clients to remote service channels (Internet banking, mobile application, self-service terminals) allowed us to reduce waiting times. Thus, if the number of payments at the cash desks of RNKB branches in May 2017 was about 740 thousand, then in the same month, using remote service channels, RNKB clients made 1.7 million payments. On average, a specialist in the sales and service sector of RNKB serves up to 13 clients a day,” the bank’s press service commented.
How to outwit an electronic queue
In an electronic queue, standard life hacks of people who hardly know the word “life hack” will not work - for example, “I was borrowing money from this woman” or “I just need to ask,” which have long been actively used in traditional queues.
But Banki.ru readers assure that the electronic queue can be “dispersed” so that service occurs faster. “In order to speed up the queue, you need to select the service you need and collect more coupons, then it will be displayed in the system as a priority and it will be served faster,” Banki.ru reader Ekaterina S. shared her experience.
In order to speed up the queue, you need to select the service you need and collect more coupons, then it will be displayed in the system as a priority and will be served faster
According to Marina Moskaleva, the only trick for the client is to take a coupon not for the service that is required, but for the one for which the queue goes faster (higher priority). “But in this case, the operator who called him for the wrong service redirects the client to the desired service, and the system provides for redirection to a place in the queue corresponding to the moment of registration. So the client doesn’t win anything,” she explained.
Electronic queue is used in many organizations. I will write about it using the example of Sberbank.
Most people are clients of Sberbank. We all saw how the bank grew and developed. And also everyone felt the changes that occurred with the introduction of new technologies.
I want to talk about the electronic queue.
I worked at Sberbank for 1.5 years. And I can objectively assess the need for an electronic queue, its disadvantages and advantages from the point of view of the client and bank employee.
IDEALLY
The electronic queue itself allows you to distribute clients by type of transaction. There are operations that take a long time, and others that are less time-consuming. Some operations are standard and easily resolved, but there are also controversial situations that need to be resolved within a few days. Accordingly, employees are divided into several categories according to functionality. In one window there is a rapid flow of clients, while in another window more complex tasks are resolved and require more time for one operation. It happens that one client comes with several tasks.
And so, the client comes to Sberbank, stands in line, and waits to be served. The ticket indicates the number of people in line before him and the estimated waiting time.
IN REAL
As for the employees. The electronic queue is embedded in the employee’s motivation to work quickly; the salary of the employee himself and the salary of the entire team of his department depend on this. A long waiting time for a client goes into the red line, and this negatively affects the salary of employees. Therefore, operators are very hasty to call the next client, although they have not yet finished with the previous one.
Clients gather near the window and begin to be indignant. To which employees are forced to respond that the call supposedly occurs automatically. A dispute begins between clients.
You can also understand the employees, because no one wants to receive less for their work. At the same time, in a hurry, you can do so much that at the end of the working day you will not find any end or edge.
Is it possible to evaluate the work of employees for speed, at the same time demand compliance and communicate with clients according to scripts, and have time to “sell” some banking products to the client?
I would like to know the opinion of professionals on how they feel about the electronic queue.
