Though, the banks may have strategies for increasing the usages of alternate channels, successful adoption would depend to a large extent on the line managers dealing with customers. Are they motivated enough to promote alternate channels? How do we incentivize the branches that initiate the customers to electronic banking? 22. Question 5: Outsourcing or abdicating – are banks treading the thin line?
It is but natural for banks to outsource their some of their activities especially their IT related activities. However outsourcing brings in its wake, several risks and thus it is imperative for any bank outsourcing its activities to ensure effective management of these risks. Do the banks have adequate controls over the outsourced activities and outsourcing entities?