Mobile banking and telephone channel gain prominence during the COVID-19 pandemic
COVID-19 has highlighted the importance of human contact to solve problems, as the telephone channels have seen a rise in use, according to GlobalData.
The number of active telephone banking customers has almost doubled since 2017. Analysts believe it indicates that digital channels are not strong enough to resolve consumer problems.
Globally, the number of active branch users declined from 30% in 2017 to 22% in 2020. At the rate of the current trend, active branch users will be just 16% in 2023, half the amount of 2017.