Breaking the Banks by Joseph Healy

Author:Joseph Healy
Language: eng
Format: epub
Publisher: Impact Press

INDUSTRIALISATION

While Basel II played a major role, the demise of SME banking has as much to do with the emphasis that banks have placed on industrialising the way they operate, primarily aimed at standardisation and cost efficiencies. They have also progressively dehumanised their approach to customer engagement, with an ongoing reduction in the number of bankers covering SMEs, and a progressive push to move more SMEs to a call centre service proposition. Many SMEs, once looked after by a relationship banker, received letters along the following lines:

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