Serving Depositors: Managing Transactions

A key challenge for many financial institutions serving the low-income market is how to optimize branch operations to serve high volumes of depositors  to provide high quality services at a low unit cost.

Efficient and effective delivery is key in providing customer focused services. An institution promotes efficient front office services through:

• Effective teller management;
• Peak load management;
• Identifying and removing process bottlenecks;
• Ensuring continuity of services.

In sum, managing for efficient transactions implies making a series of strategic choices relating to managing tellers and peak activity levels. Critical support is required from Head Office. The decisions taken will have a direct impact on institutional profitability.