How Would You Evaluate Bank Branches for Cross Selling & Referrals?
If you had a bank, how would you evaluate your employees’ customer service? Especially, if you are interested in specific behaviors or customer service questions, how do you determine what your employees are saying to customers?
Cross selling and referrals can be encouraged with bank branch employees through training. Evaluating your training results helps a business to fine tune bank branch training classes.
So when a regional bank with more than 300 branches wanted Confero to conduct mystery shops, a shop was created to measure their cross selling training. In particular, they were interested in ways to get their tellers to focus on referring customers to the platform for additional product opportunities.
Confero Creates a Training to Assist Bank Branch Employees
Next, they were concerned about how to roll out the training. They were also concerned about introducing another criteria to their mystery shops. Still, there were concerns that new criteria might impact the mystery shop scores going forward.
Confero assisted the client with developing a training rollout schedule for training branch associates. Survey questions were designed to capture the information. At the same time, without having an impact on the branch mystery shop score during the training phase.
Results Prove Success
How would you think of as success for a program such as this?
In the first year alone, one district had over 30% of their tellers offering additional product suggestions to customers. This seems like a satisfactory result to a mystery shopping program, doesn’t it?
It is satisfying for Confero’s efforts to assist other businesses to improve based mystery shoppers reports. As businesses change how business is conducted, it means that their customer experience evaluations must change, too. With so many businesses, including banks, updating mystery shop programs includes adding website and user interface evaluations to them. Confero strives to offer clients customer experience research options to fully evaluate how the are serving their customers in many ways.
If you are interested in learning more about Confero’s mystery shopping programs, click here.
