by clicking the arrows at the side of the page, or by using the toolbar.
by clicking anywhere on the page.
by dragging the page around when zoomed in.
by clicking anywhere on the page when zoomed in.
web sites or send emails by clicking on hyperlinks.
Email this page to a friend
Search this issue
Index - jump to page or section
Archive - view past issues
Connexus : Issue 42
Defence Bank's new video call centre went live in January. It’s a logical step for an innovative organisation with a young, tech- sav vy and highly mobile member base. "We try to turn out new products, ser vices and processes every month, so we're used to forming project teams and being innovators," says Defence Bank CEO, Jon Linehan, (pictured right, in the call centre). The video call centre comes just two years after Defence Bank launched Australia’s frst video ATM (which lets users chat to a teller when there isn't a branch nearby) and live-video streaming to its 44 branches. "A lot of our attention and investment goes into technology, and we've watched the growing popularity of video for some time,” Linehan says. "Since our telephone call centre was already an important part of our offering, it seemed natural to join the two together.” Most regular transactions are still easily handled online, but Linehan says members indicated a preference for face-to-face contact -- even if it's not 'in person’ – when conducting major fnancial transactions such as applying for a home loan or organising their superannuation. With the video call centre, members download software from the Defence Bank website and use a webcam to bring a branch into their home at a time that suits them. Linehan expects variations will be operational in all Australian banks within two to three years. "If mutuals want to regenerate themselves, they need to target younger people, for whom the major determinant is technology rather than traditional factors such as interest rates,” says Linehan. “Video calls are the way of the future.” Technical challenges Defence Bank worked with the American company UGenius to develop the video call centre, which runs out of its head offce in Melbourne. It took about two years and there were challenges in relation to building it in-house and some technology limitations (primarily bandwidth). Overall, the process was a smooth one, achieved at "relatively small cost", which may save Defence Bank money in the long run. But Linehan says that point of ser vice is the real driver. To that end, call centre staff were trained to work in front of the camera, which includes attention to personal presentation (grooming, eye contact), as well as operating new equipment. Performance stats aren't in yet, but the response has been positive all round. "Our members like technology and see it as part of the innovative service we offer,” Linehan says. "Our video call centre staff also love it because it’s fun. It keeps them engaged, it keeps us engaged and we all enjoy it.” Cyndi Tebbel is a freelance writer. Facing up to the future Since Defence Bank set up Australia's first video call centre, it has proven popular and practical. It's even good fun. BY CYNDI TEBBEL Attention! Defence Bank is one of Australia's newest mutual banks. Its 90,000 members represent Australian Defence Force personnel, their families and the wider defence community. It’s a unique demographic with one of the youngest member pro les of any mutual. Many members are located in remote areas for extended periods, with limited access to bank branches and even ATMs. 38 Connexus Technology