Butterfield To Discontinue Phone Banking Service
Effective 24 January 2015, Butterfield will be discontinuing automated telephone banking services, saying that “telephone banking usage has been trending downward, whilst usage of alternative delivery channels has been increasing.”
A spokesperson said, “A number of factors—including transaction volumes within this channel, technology support requirements and the existence of alternative, more robust services—were carefully considered before we made the decision to discontinue telephone banking services.
“Telephone banking usage has been trending downward, whilst usage of alternative delivery channels has been increasing. For example, our secure Mobile Banking app, which was launched in 2013, brings a wider range of banking services to customers’ smart phones [or tablets] and has been enthusiastically received, with transaction volumes growing steadily since launch.
“Given the changes in usage volumes among customers and the availability of newer technology, we elected to discontinue telephone banking services concurrently with other work being done on our telephony infrastructure in January 2015.
“We are in the process of getting in touch with telephone banking customers to provide them with advance notice of this change and more information about our other automated banking services, should they require it.
“70% of telephone banking customers are currently registered for online/mobile banking access. Live agents in our local call centre will continue to be available during business hours to assist customers with their account queries.”
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Category: All, Business, technology
Not sure about this one. I bet a lot of seniors use telephone banking and getting them to use the web apps might be too much to expect.
This is terribly disappointing for many seniors.
Not to long ago the OBA claimed that they would move mountains for the seniors , now they barely move their lips . There is no one in the OBA to to take up this important cause for the seniors.
The mobile app doesn’t work on all blackberries. They need to fix that before taking away telephone banking. Also, what are people going to do that don’t have technology on hand – seniors etc.? Not well thought.
I join the views expressed by the other posters above!! A VERY BAD business decision Butterfield!! As I’m a senior-I will be closing my accounts with you forthwith!! A pox on your house!!