A regional bank with 300+ branches was interested in ways to get their tellers to focus on referring customers to the platform for additional product opportunities. However, they were concerned about how to roll out the training. They were also concerned about introducing another criteria to their mystery shops and how 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 without having an impact on the branch mystery shop score during the training phase. In the first year alone, one district had over 30% of their tellers offering additional product suggestions to customers.
