| With the rapid development of technology and biotechnology, new means of biometric authentication starts to cut a figure in our work, study and life. Their inherent uniqueness may greatly improve the safety and the convenience of individual authentication. Especially with their application on banking automatic equipment, the incidence rate of funding risk may reduce immensely. However, every coin has two sides. The application may also bring troubles to the bank customer service centre. To investigate, the author flew to Lanzhou, where the first biometric authentication ATM in China locates. Meanwhile with the survey conducted within some of the member customer service centres of China Banking Association, the author tried to get the influence of the application of biometric authentication onto banking automatic equipment on the banking customer service centre.The influence could be classified into three aspects,the equipment, the system as well as the operation. First, the poor purchase and maintainance of the equipment may directly increase the call volume in a short-term period, with the negative emotion of users, the KPI and the emotion of service representatives could be easily influenced. Second, Microsoft has recently stopped the technical support of its former system Windows XP, which makes the working environment of the authentication machines rather exposed to risks. Once the risks occur, the customer service center may face great telephone traffic. Third, the special working nature of service representatives determines the difficulty in assisting customers i solving problems on how to act on the machines for the representative and customer are unable to see each other, what they do could simply rely on words, which may bring obstacles in both understanding and communication. This is seen as the main influence factor of KPI.The author tried to propose effective solutions in the view of customer service center and the product manager so as to achieve the win-win situation. |
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