Published on December 10, 2013
• • • • • • • • • Welcome and Introductions Analyzing the Results of Branch Technologies Measuring the Activities of Branch Staff Branch Technology Investments—Idle Time Before and After Turning Idle Time into Meaningful Sales Activity A Closer Look – Jeanne D' Arc Credit Union Increasing Top Performer Sales Performance Management Tips Open Discussion Including Q&A Session
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• Gordon A. Williams IV, FMSI EVP Business Development • Kate A. Dame, Jeanne D’Arc Credit Union VP of Branch Administration • Meredith Deen, FMSI COO • Chad Davis, FMSI VP of Marketing
Big investments in branch technologies — • Cash Recyclers • Sophisticated ATMs • Video Tellers
Struggling to quantify — • Improvements in staff efficiencies • Increases in branch sales
Can you quantify how your staff spends their time? • Institution level • Branch level • Individual level
Daily activity forecast — • Percent of time processing transactions • Percent of staff idle time • Percent of task time
Scheduling additional sales related activities — • Supervisor coaching sessions • Sales training • Outbound sales / relationship calls
— Jeanne D’Arc Credit Union Kate A. Dame – VP of Branch Administration
— Jeanne D’Arc Credit Union About Us — • Fourth oldest credit union in the country. Had 100-year anniversary in 2012. • Headquartered in Lowell, Massachusetts • $1 billion in assets • 61,000 members • Six branch locations (the 7th branch is opening in June 2014) and two high school branches
• Started using The Teller Management System™ in 2011 • Stats comparing Aug 2011 to Oct 2013 Aug 2011 Oct 2013 Productivity 17.9 21.6 Labor Cost $0.95 $0.92 PT Utilization % 34.2 37.73 FTE net difference 7.14 1.57 Excess Waiting for Work 26.4 5.4
• Prior to July 2009 – paid for performance and coached to the numbers. • Changed to “Relationship Building.” • No longer pay for closed products – put more focus on the member’s needs. • Tracking referrals that result in closed products is crucial.
• A target goal they are coached to • A stretch goal they are publicly recognized for • A required monthly employee threshold – Disciplinary action for failing to meet threshold – Oral, written, probation, termination – The numbers are looked at on a quarterly basis
• We “count” products only. Our system does not have the ability to recognize any of the services – such as e-statements, on-line banking, etc. • We average about 600 closed products per month.
• Everyone has a coaching session with their manager for at least a 1/2 hour each month • We use TMS and Lobby Tracking to determine the best time • We review metrics with the staff - TPH (with Tellers), Relationship Building, Assist Times (with MSRs), etc. • Coaching is necessary to create a Relationship Building Culture
— Adjusting to New Process Getting employees on board — • Sharing results • Promote benefits • Incentives
— Training and Scripts Building employee confidence — • Simple product training • Develop telephone scripts • Avoid the hard sell
— Reroute Call Center Calls Facilitate more conversations with account holders — • More cross-sell opportunities • Opportunity to provide great service • Hone skills through repetition
Position your FI for 21st century challenges — • Improve vague daily staff schedules • Identify the best periods for outbound calling • Increase top talent performance
FMSI provides performance management information and a scheduling solution to financial institutions of all sizes, including a workforce optimization comparative data report that allows clients to see where they rank amongst their industry peers. – Learn more at www.fmsi.com, or call 770.619.3443 – Download all FMSI white papers and recorded webinars at fmsi.com/resources
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