Media Release

Friday, 8 January 2016

An enhancement to BankSA’s mobile banking app is expected to reduce customers’ call centre wait times by 25 per cent.

Launched this week, the new app feature, ‘Connect’, draws on pre-existing authentication from fingerprint logon or four-digit password, meaning customers are automatically securely identified and are not required to re-identify themselves. 

BankSA Chief Executive, Nick Reade, said Connect is a fast and secure solution for customers that will reduce the time it takes to speak with a customer service specialist.

“Connect is a significant step forward in bringing together traditional contact centre services with the mobile world,” Mr Reade said. 

“With close to 60 per cent of calls to our contact centre made from mobile phones, we recognised an opportunity for further innovation in our mobile app, ultimately delivering our customers a superior call centre experience.

BankSA expects the new Connect feature on its mobile app will reduce the average call resolution time by 25 per cent – saving customers almost two minutes for every call.

“What makes Connect such an exciting enhancement is that all the security sits behind the scene, maintaining a simple and secure experience for our customers,” Mr Reade said.

“The service is also available in overseas locations with specialist contact centre staff able to help customers 24 hours a day, seven days per week.”