Summary
Traditional teller staffing models tended to rely solely on transaction-processing time and volume as the key determinants of staffing requirements and measurements of performance. Daniel Penn Associates has developed a Web-based application called BranchEssentials to address the need for a different model to determine teller staffing in today's branch environment. By using this application, staffing can be determined not by transaction volume alone, but by expected hourly customer volume and offline activities. Today's competitive banks are serving their customers, not the clock. Teller staffing systems should serve the customer, too. Community banks need a customers driven staffing model that accommodates bank branches' evolving role with the flexibility managers can use to the advantage of their employees, the bank, and its customers.
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Extract
Serving Customers, Not the Clock
Technology and consumer behavior have had a significant effect on how bank branches serve their customers. Customers use their bank branch for buying products and making deposits, bu...
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