New Trends in Teller Services
Branch transformation has led branches to become more open and personal. Teller counters, which were once restricted by high desks and glass for security, are now replaced by Teller Pods.
Never heard of Teller Pods?
This implementation may not be found in Indonesia yet, but it has been implemented in various countries around the world.
Teller Pod
Source: mastersmillwork.com
A Teller Pod is an open arrangement where the Teller’s desk is not obstructed by barriers.
Thus, Tellers can approach customers when they visit the branch to create comfortable interactions and potential upselling and cross-selling opportunities.
Teller cash recycler is placed facing the Teller, also known as a Teller-facing TCR.
With the help of the TCR, the implementation of Teller Pods can be done by ensuring that the entire money processing is done by the machine in a closed, automatic, fast, and secure way, thereby minimizing the risk of crime.
Customer-facing TCR
Implementation of customer-facing TCR at Bank Central Asia (BCA)
As an alternative to Teller Pods, teller cash recyclers can also be implemented at Teller counters facing customers, allowing customers to perform transactions independently.
This method is called customer-facing TCR, where Tellers and customers are still separated by barriers, but their roles change.
Unlike Teller Pods, which aim to create personal interactions between Tellers and customers, customer-facing TCR prioritizes transaction efficiency and Teller productivity.
As Tellers only need to oversee transactions, one Teller can monitor two teller cash recyclers at the same time, meaning one Teller can serve two customers simultaneously.
Testimonials from Those Who Use Teller Cash Recycler
Some banks in Indonesia have implemented customer-facing TCR and experienced significant direct benefits.
Specifically, we have been directly involved from the exploration stage to the implementation of teller cash recyclers as a business consultant for several of our clients.
From post-implementation studies with one of our clients, teller cash recyclers have proven to provide the following benefits:
- Enhancing transaction convenience for customers with faster queues and services.
- Increasing Teller productivity through the implementation of customer-facing TCR, allowing Tellers to serve more customers.
- Simplifying Teller tasks by automating the entire cash processing, from counting to reconciliation at the end of the day.
Moreover, teller cash recyclers also:
- Improve transaction security with comprehensive counterfeit money detection sensors and secure storage.
- Enhance business operational efficiency by shortening the cash circulation at the branch, as cash can now be directly taken from the machine instead of being moved to the vault.
- Provide real-time monitoring of cash stock and transactions in the branch for management.
We understand that the concept of branch transformation cannot be generalized for all organizations, as the types of customers and issues faced by each organization may vary.
In Indonesia, we can help you realize the ideal branch transformation for your bank.
If you are in the process of branch transformation, you can consult with our business consultants at the hotline number hotline 1500-913 or learn more about TCR di here.
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