如何快速提升銀行效率並照護到保全？因台灣銀行被《BBC》點名「效率回到 1980 年代」
How can you quickly improve bank efficiency and care for security? Bank of Taiwan named by BBC as "Efficiency Back to the 1980s"
科技快速發展中，各行各業也開始擁抱新技術，在疫情期間更是快速開始進行一連串的數位轉型，不只提升企業生產效益也讓用戶擁有更好的使用者體驗。然而根據《BBC》報導指出，一名台裔美籍教授分享了自己在台灣接受銀行服務的心得，直呼「效率緩慢，彷彿回到 1980 年代的氛圍。」
In the rapid development of science and technology, all walks of life have also begun to embrace new technologies, and during the epidemic period, a series of digital transformations have quickly begun, not only to improve the production efficiency of enterprises but also to make users have a better user experience. However, according to the BBC, a Taiwanese-American professor shared his experience of receiving banking services in Taiwan, calling it "slow and slow, as if returning to the atmosphere of the 1980s."
https://buzzorange.com/techorange/2022/04/27/taiwan-bank-1980/?utm_source=TOLINE&utm_medium=TO_0427
兩三個月前，同樣有思考這件事情。我們銀行顯然有幾件事情應該優先轉化，簡單列幾個重點：
Two or three months ago, I thought about it the same thing. Our bank obviously has a few things that should be prioritized for conversion, and a few key points are briefly listed:
第一，取消臨櫃推銷保單或儲蓄險等行為。
First, cancel the practice of selling insurance policies or savings insurance at the counter.
1.口頭詢問根本無法引起客戶注意，更遑論了解需求。
a.銀行銷售這些金融性衍生商品，本來就應該建立在客戶覺得有需求後，讓客戶清楚了解到商品內容再進行銷售。
b.除了尊重客戶需求和意願外，不易產生強迫推銷的感覺。
1. Verbal inquiries do not attract the attention of the customer at all, let alone understand the needs.
a. Banks selling these financial derivatives should have been based on the need for customers to let customers clearly understand the content of the products before selling.
b. In addition to respecting customer needs and wishes, it is not easy to produce a feeling of forced sales.
2.說不清楚等於浪費時間和專注力。邊說邊處理顯然較易出錯。
2. Being unclear is a waste of time and concentration. Dealing with it while talking is obviously more error-prone.
第二，將銀行最常見的業務自動化，以存提款為例。
Second, automate the most common business of banks, taking deposits and withdrawals as an example.
1.將常見業務表單(存提款表單)置入無人機台，請參考麥當勞或餐飲自動點餐機，機台本身只需要列印功能，成本超低。
3.印好單據後(標示需簽名部分)，只需要簽名後將證件遞上即完成。銀行行員將單據資料與機台送單資料核對後，即完成。輸入錯或未處理的資料直接封存即可，以銀行內部網路運作超容易。
3. After printing the document (marking the part that needs to be signed), only need to sign and hand over the certificate to complete. After the bank clerk checks the document information with the machine delivery information, it is completed. Incorrectly entered or unprocessed record can be simply sealed, and it's easy to operate on the bank's internal network.
4.先建置的銀行本身具備協助其他銀行建置自動化機台的絕對優勢。
4. The bank that is built first has the absolute advantage of assisting other banks to build automated machines.
5.機台可以承租給其他銀行，反正分別走各家銀行的內網不是嗎？提供本身自動化機台的內容，並開放讓各銀行自行修改，或提供資訊互助服務。
5. The machine can be leased to other banks, anyway, go to the intranet of each bank separately, isn't it? Provide the content of the automated machine itself, and open for each bank to modify itself, or provide information mutual assistance services.
第三，安排接待人員(這很多銀行本來就有做)，並提升介接能力。
Third, arrange reception staff (which many banks already do) and improve the ability to connect.
1.將第一的衍生性金融商品移到由銀行接待人員透過聊天與詢問，觀察或創造需求。這一點，其實和臨櫃處理業務時進行詢問一模一樣，不是嗎？
1. Move the first derivative financial product to be observed or generated by the bank receptionist through chat and inquiry. This is actually exactly the same as asking questions when handling business at the counter, isn't it?
2.專業分流到服務櫃檯或理專櫃台。如果成交案件，本身就可以讓前置發現客戶的接待人員抽成作為獎金。
2. Professional diversion to the service counter or the special counter. If the case is closed, it can in itself allow the reception staff of the pre-discovered customer to take a bonus.
3.由接待人員引導客戶利用自動化機台將前置作業完成，會比全部都臨櫃開始處理快非常多。
3. The reception staff guides the customer to use the automatic machine to complete the front-end operation, which will be much faster than all the cabinets to start processing.
第四，銀行保全人員除了選取號碼單，如何提升職場價值。
Fourth, in addition to choosing a number list, how to enhance the value of the workplace by bank security personnel.
1.因為銀行保全基本上根本沒有什麼實質上保全的業務，真的需要時，很多時候都是報警處理。
1. Because bank security basically has no substantial preservation business at all, when it is really needed, many times it is alarm processing.
2.須跟接待人員學習基礎銀行金融業務，反正有接待人員在，根本無須擔心。
2. Bank security must learn the basic banking and financial business with the reception staff, anyway, there are reception staff, there is no need to worry.
3.習得相關業務及背景知識以及流程後，銀行必須多撥發每個月獎金給保全人員。
3. After acquiring the relevant business and background knowledge and process, the bank must allocate more bonuses per month to the security personnel.
4.保全人員因不能去銷售，僅可以透過談話內容了解客戶需求。正確的認知金融商品，並透過分享，有助於協助接待人員或銀行成交。這件事情，本身就可以另外對應到接待人員的抽成獎金，另外提撥業務獎金也是可以的。
4. Because the security personnel cannot go to sales, they can only understand the needs of customers through the content of the conversation. Proper knowledge of financial products, and through sharing, helps to assist receptionists or banks in closing transactions. This matter itself can also correspond to the bonus of the reception staff, and it is also possible to allocate business bonuses.
Two or three months ago, I thought about it the same thing. Our bank obviously has a few things that should be prioritized for conversion, and a few key points are briefly listed:
第一，取消臨櫃推銷保單或儲蓄險等行為。
First, cancel the practice of selling insurance policies or savings insurance at the counter.
1.口頭詢問根本無法引起客戶注意，更遑論了解需求。
a.銀行銷售這些金融性衍生商品，本來就應該建立在客戶覺得有需求後，讓客戶清楚了解到商品內容再進行銷售。
b.除了尊重客戶需求和意願外，不易產生強迫推銷的感覺。
1. Verbal inquiries do not attract the attention of the customer at all, let alone understand the needs.
a. Banks selling these financial derivatives should have been based on the need for customers to let customers clearly understand the content of the products before selling.
b. In addition to respecting customer needs and wishes, it is not easy to produce a feeling of forced sales.
2.說不清楚等於浪費時間和專注力。邊說邊處理顯然較易出錯。
2. Being unclear is a waste of time and concentration. Dealing with it while talking is obviously more error-prone.
第二，將銀行最常見的業務自動化，以存提款為例。
Second, automate the most common business of banks, taking deposits and withdrawals as an example.
1.將常見業務表單(存提款表單)置入無人機台，請參考麥當勞或餐飲自動點餐機，機台本身只需要列印功能，成本超低。
2.將業務流程化點選，請參照花旗《全功能信用卡語音服務總覽表》 https://www.citibank.com.tw/global_docs/chi/id/card_flow.htm
2. To make the business process and clickable, please refer to CITI Bank's "Full-featured Credit Card Voice Service Overview" https://www.citibank.com.tw/global_docs/chi/id/card_flow.htm
3.印好單據後(標示需簽名部分)，只需要簽名後將證件遞上即完成。銀行行員將單據資料與機台送單資料核對後，即完成。輸入錯或未處理的資料直接封存即可，以銀行內部網路運作超容易。
3. After printing the document (marking the part that needs to be signed), only need to sign and hand over the certificate to complete. After the bank clerk checks the document information with the machine delivery information, it is completed. Incorrectly entered or unprocessed record can be simply sealed, and it's easy to operate on the bank's internal network.
4.先建置的銀行本身具備協助其他銀行建置自動化機台的絕對優勢。
4. The bank that is built first has the absolute advantage of assisting other banks to build automated machines.
5.機台可以承租給其他銀行，反正分別走各家銀行的內網不是嗎？提供本身自動化機台的內容，並開放讓各銀行自行修改，或提供資訊互助服務。
5. The machine can be leased to other banks, anyway, go to the intranet of each bank separately, isn't it? Provide the content of the automated machine itself, and open for each bank to modify itself, or provide information mutual assistance services.
第三，安排接待人員(這很多銀行本來就有做)，並提升介接能力。
Third, arrange reception staff (which many banks already do) and improve the ability to connect.
1.將第一的衍生性金融商品移到由銀行接待人員透過聊天與詢問，觀察或創造需求。這一點，其實和臨櫃處理業務時進行詢問一模一樣，不是嗎？
1. Move the first derivative financial product to be observed or generated by the bank receptionist through chat and inquiry. This is actually exactly the same as asking questions when handling business at the counter, isn't it?
2.專業分流到服務櫃檯或理專櫃台。如果成交案件，本身就可以讓前置發現客戶的接待人員抽成作為獎金。
2. Professional diversion to the service counter or the special counter. If the case is closed, it can in itself allow the reception staff of the pre-discovered customer to take a bonus.
3.由接待人員引導客戶利用自動化機台將前置作業完成，會比全部都臨櫃開始處理快非常多。
3. The reception staff guides the customer to use the automatic machine to complete the front-end operation, which will be much faster than all the cabinets to start processing.
第四，銀行保全人員除了選取號碼單，如何提升職場價值。
Fourth, in addition to choosing a number list, how to enhance the value of the workplace by bank security personnel.
1.因為銀行保全基本上根本沒有什麼實質上保全的業務，真的需要時，很多時候都是報警處理。
1. Because bank security basically has no substantial preservation business at all, when it is really needed, many times it is alarm processing.
2.須跟接待人員學習基礎銀行金融業務，反正有接待人員在，根本無須擔心。
2. Bank security must learn the basic banking and financial business with the reception staff, anyway, there are reception staff, there is no need to worry.
3.習得相關業務及背景知識以及流程後，銀行必須多撥發每個月獎金給保全人員。
3. After acquiring the relevant business and background knowledge and process, the bank must allocate more bonuses per month to the security personnel.
4.保全人員因不能去銷售，僅可以透過談話內容了解客戶需求。正確的認知金融商品，並透過分享，有助於協助接待人員或銀行成交。這件事情，本身就可以另外對應到接待人員的抽成獎金，另外提撥業務獎金也是可以的。
4. Because the security personnel cannot go to sales, they can only understand the needs of customers through the content of the conversation. Proper knowledge of financial products, and through sharing, helps to assist receptionists or banks in closing transactions. This matter itself can also correspond to the bonus of the reception staff, and it is also possible to allocate business bonuses.
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文章內容同樣分享給：
BBC 經濟部 金管會 金融監督管理委員會銀行局 台灣金融研訓院 中華民國銀行商業同業公會全國聯合會
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