The idea of
having a brisk and brief stop-over in some banks increasingly seem to be an illusion
despite the introduction of alternative banking channels. Virtually all banks
in Nigeria now have e-banking channels where customers can ceaselessly transact
securely. However, banks today are characterized by long queues, overcrowded
halls, over-burdened bank employees and frustrated customers.
These days,
it’s risky taking excuse from your place of work to carryout card less
transaction(s) in the bank, as one risk spending far longer than schedule for
transactions that should ordinarily take a few minutes. Aside that, banks seem
to care-less about the stress and time consuming effort it takes to carry out
banking activities in recent times.
However, it
is noteworthy to state that some banks have continued to introduce innovative
measures to ameliorate the discomfort experienced by their customers by
introducing and setting up dedicated channels like electronic channels, ATM centers
and hotlines.
It is
common knowledge that bank workers are considered the most over-burdened set of
workers in Nigeria’s labour industry; this is due to the high volume of daily
transactions and patronage. Top management team of these banks must do more in
ensuring that all available resources are deployed in establishing that
visiting banks in Nigeria isn’t seen as time consuming/wasting.
In my opinion,
three things should be done to curb this growing menace. First; is the need to do
more of educating and sensitizing their customers on the use of alternative
banking channels like internet and mobile banking. A good number of these
account holders have access to internet through their mobile phone or via other
means; a bulk of the transaction done in banks by these customers can be
carried via internet/mobile banking channels. Secondly; more should be done in
setting up dedicated channels like ATM centers in densely populated areas. Thirdly;
Banks must take advantage of the CBN approved agent banking rollout policy. Agent
banking should be adopted so that interested SME’s can provide financial
services to customers on behalf of a licensed deposit taking financial
institutions.
ARTICLE BY: OLOJO VICTOR