Retail Banking in CEE: Exploiting the Potential of ... - Roland Berger
Retail Banking in CEE: Exploiting the Potential of ... - Roland Berger
Retail Banking in CEE: Exploiting the Potential of ... - Roland Berger
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24<br />
MICRO STRATEGIES – ELABORATING SEGMENTATION AND SERVICE MODEL<br />
While dedicated websites are common,<br />
call-centers have a significant<br />
development potential when it<br />
comes to serv<strong>in</strong>g micros<br />
The service role <strong>of</strong> e-bank<strong>in</strong>g is <strong>in</strong> l<strong>in</strong>e with expectations, while <strong>the</strong> underutilization <strong>of</strong><br />
call-centers <strong>in</strong>dicates cost-efficiency improvement potential for nearly all participat<strong>in</strong>g<br />
banks (compare fig. 19).<br />
Most <strong>of</strong> <strong>the</strong> <strong>in</strong>terviewed banks do not have micro-specific call-center operators. The<br />
micro segment is ma<strong>in</strong>ly served by SME call-centers without micro specialists.<br />
The website analysis shows that nearly one quarter <strong>of</strong> <strong>the</strong> <strong>in</strong>terviewed banks have no<br />
micro website and <strong>the</strong>refore miss <strong>the</strong> communication to <strong>the</strong> market and <strong>the</strong>ir clients<br />
through this channel.<br />
Figure 20 shows a reference case from a <strong>CEE</strong> bank with an enhanced service model.