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FMSI Publishes Article about Teller Downtime in CU Magazine

November 25, 2013

By W. Michael Scott

November 19th, 2013
Credit Union Magazine Article: Make Good Use of Teller Downtime

“With teller transaction levels dropping some 45% over the past two decades, according to Financial Management Solutions’ (FMSI) 2013 Teller Line Study, it’s clear that branches have less traffic with each passing year.
Technological advancements, from remote deposit for commercial accounts to online and mobile banking, are forever changing the mechanisms by which credit union members interact with their branch and access their funds.
Yet, these same members still expect a branch to be open when they need “face time” to resolve issues or receive personalized attention. So, how can credit unions remain financially strong while satisfying member demands?
One mechanism is to improve productivity through efficient use of downtime, also known as idle time or “excess waiting for work time.”
Through comparative evaluations FMSI has performed on many of its credit union clients, we have determined that downtime now accounts for up to 30% of employee scheduled hours. Credit unions that more closely manage this resource can maximize their staff productivity across the board.”

Read the entire article here

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