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CBA has rolled out changes in the operating hours of several branches across regional locations to adapt to and meet the evolving needs of its customers.
The operating hours for 90 regional branches will now be from 9:30 a.m. to 1:00 p.m and then close to assist CBA’s Australian-based contact centres, which are receiving more than a million increasingly complex customer enquiries every month.
Mark Jones, executive general manager for customer service network at CBA, said the move will expand the bank's Australian-based contact centre network from the initial five dedicated locations to over 90 communities across the country, while at the same time keep a physical banking presence in regional communities.
"Our branches in regional Australia will continue to play an important role in delivering great service to our customers now and into the future, and this is an example of how we are adapting to meet changing customers’ evolving needs while ensuring jobs stay in regional communities," he said.
Jones also said that while the COVID-19 pandemic has not changed how the bank determines its branch footprint and services, the period has brought about a shift in customer preferences towards digital and contact centre services.
In fact, the bank has seen a substantial increase in customers self-serving on the app or via NetBank, with the bank already serving 7.5 million digitally-active customers.
Despite the changes in CBA's regional branches, Bank@Post will continue to be available at 3,500 Australia Post outlets for customers who prefer face-to-face banking services. CBA has recently renewed its 110-year partnership with Australia Post until 2032.
Furthermore, CBA ATMs will still be available round-the-clock in local communities.
“We understand these changes may be an adjustment for some of our customers, and the team at their local branch will continue to be available to help them find the solutions that best suit their needs,” Jones said. "We’re concentrating on offering a range of different but complementary options for millions of Australians to complete their everyday banking, including our branches, Bank@Post, our Australian-based contact centres, ATMs, and our digital services.”
