With ATMs and bank branches showing signs of flattening transaction volume, TowerGroup believes the Internet represents the future of bank delivery. "Customer preferences are evolving from waiting in line for the teller, to going online for more and more of their needs," said Jerry Silva, research director in the Retail Banking Delivery Channels practiceto TowerGroup and author of the research. "The call center is also becoming extremely popular in light of the penetration of mobile phone use in the U.S. However, unless banks improve the technological capabilities and complexity of their call centers, much of this channel's growth will not convert into business opportunity for institutions."
TowerGroup believes the real strength of bank delivery will occur with the increased collaboration between channels, to create a more synergistic environment for both customers and banks. Channel collaboration will allow the bank to better leverage growing numbers of transactions to increase brand awareness, market and sell products, and enhance household penetration over the next five years.