The new gen and hi-tech banks use the IVR based services with huge cost advantage. For instance, a service person's time is at least 10 times costlier than an automated system for most of the transactions. Most of these services are designed in such a way that the delay to reach a human service option is irritating. And in case the problem is not a routine one, better option is to go to the bank branch. The funniest thing is that the call center hands are not bankers and can ask childish questions and waste your time. It may be a luxury to talk to a human who understand banking and can solve your problems in these modern banks. We need more bankers who are friends, philosophers and guides for the customers. Question is will the Indian customers agree to pay the costs?
