Primary Savings and Loan of Denver is conducting an ABM study of its teller operations. In this regard, the company has identified the following major activities performed by bank tellers:
1. Process deposits
2. Process withdrawals
3. Process requests for certificates of deposit
4. Answer customer questions related to balances, overdrafts, interest rates, etc.
5. Print out customer activity statements
6. Provide access to safe deposit boxes
7. Reconcile cash drawer
The company bench marked its operations against banks in other cities and has found that it has many more tellers in comparison to banks of similar size. Further, the company has a relatively unsophisticated Web site and call center.
Required:
a. How do the company's Web site and call center affect the demand for teller activities and the cost of teller services?
b. Identify two or three ways that technology can be used to reduce the cost of teller services.