Resumen de La predictibilidad en la atención de clientes en agencias del sector financiero: una propuesta de aplicación
Financial transactions made through in-person attention can be up to forty times more expensive than online transactions. Nevertheless, clients trust people (in this case, the credit analysts assigned to them) more than they trust financial institutions. As a result of this, the offices of financial institutions are most usually filled with clients waiting to make transactions, forcing banks and other financial institutions to consistently make every possible effort to promote the use of online attention channels, as a means to reduce the in-person attentions and thus, make agencies more efficient. The present study was conducted in Arequipa (Perú) during the year 2018, on the basis of transactional information of a microfinancing institution. It must be noted that the microfinance sector in Peru is compound predominantly of clients belonging to the socioeconomic sectors C and D, which most commonly take small credits of an average of three hundred American dollars, to be paid in twelve installments, and thus, predictability can be used to optimize customer service based on the payment pattern as well of other recurring financial transactions of every customer.
