HOUSTON, Jan. 21, 2014 /PRNewswire/ -- BBVA Compass is testing the next generation of drive-thru banking at three of its Houston locations, where customers can summon remote tellers via devices with high-definition screens that double as full-service ATMs.
Together with the new high-tech, high-design branch prototype that the bank is deploying, the new service is helping BBVA Compass crystallize its vision for the future of the industry.
"Redefining the drive-thru experience is a change that was long overdue," said Alex Carriles, director of self-service channels for BBVA Compass. "At BBVA Compass, more than half of our branch transactions occur at the drive-thru, so we thought it was important to bring this channel into the digital age."
Customers at the three locations can opt for full-service assistance from a teller; operate the units in self-service mode like an ATM; or select an assisted mode, where the tellers can guide them through their transactions.
The remote tellers, based in the bank's call center in San Antonio, are available during business hours and can be summoned at the touch of a button. The tellers also can identify customers as account-holders without the use of ATM or debit cards by verifying the customer's information.
Carriles said that during the pilot, customers are being asked to rate their experiences following each transaction. The feedback will help identify areas for improvement, he said, and early results are encouraging:
- When asked about their experiences, nearly 93 percent of customers said they "liked" or "loved" the service.
- Ninety-six percent of customers said they would use the unit again, while nearly 90 percent said they would recommend the service to a friend or family member.
BBVA Compass is currently piloting its new drive-thru banking experience at the following Houston locations:
- BBVA Compass Plaza, 2200 Post Oak Blvd.
- Weslayan & Richmond Banking Center, 4004 Richmond Ave.
- Medical Center, 7390 Fannin @ Old Spanish Trail
About BBVA Group
BBVA Compass is a subsidiary of BBVA Compass Bancshares Inc., a wholly owned subsidiary of BBVA (NYSE: BBVA) (MAD: BBVA). BBVA is a customer-centric global financial services group founded in 1857. The Group has a solid position in Spain, is the largest financial institution in Mexico and has leading franchises in South America and the Sunbelt region of the United States. Its diversified business is geared toward high-growth markets and relies on technology as a key sustainable competitive advantage. Corporate responsibility is at the core of its business model. BBVA fosters financial education and inclusion, and supports scientific research and culture. It operates with the highest integrity, a long-term vision and applies best practices. The Group is present in the main sustainability indexes. More information about the BBVA Group can be found at www.bbva.com.
About BBVA Compass BBVA Compass is a Sunbelt-based financial institution that operates 687 branches, including 351 in Texas, 90 in Alabama, 78 in Arizona, 64 in California, 45 in Florida, 38 in Colorado and 21 in New Mexico. BBVA Compass ranks among the top 25 largest U.S. commercial banks based on deposit market share and ranks among the largest banks in Alabama (2nd), Texas (4th) and Arizona (5th). BBVA Compass has been recognized as one of the leading small business lenders by the Small Business Administration and was recently awarded the 2013 Celent Model Bank Award for its new core banking platform. Additional information about BBVA Compass can be found at www.bbvacompass.com.
Editor's Note: BBVA Compass is a trade name of Compass Bank, Member FDIC.
SOURCE BBVA Compass