Author: K N C NAIR

Providing banking services outside the branches was almost unthinkable till a few years back. However, the scenario changed dramatically over the last one decade with the tremendous advances in information technology and the infusion of IT by banks in all its operations. Technology-enabled channels such as ATMs, Internet Banking, EFTPOS, centralized call centers, and Mobile banking have brought in enormous convenience to customers and liberated them from the barriers of geography and time. Some of the hi-tech banks in the country had witnessed 70 to 80 percent of their transactions shifting to the new convenient delivery channels from the branches.

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