Get Novel Insights on Increasing Branch Sales with Technology The complimentary FMSI Branch Sales white paper focuses on a solution to address maximizing your branch technology investments and staff selling potential, through a new scheduling approach that: • Transforms vague daily staff schedules into easily tracked and deliberate sales task assignments—per 15 minute increment. • Identifies the best periods for outbound calling throughout the day, based on forecasted Idle Time during account holder traffic demand. • Increases the time your top performers spend conducting sales related activities.

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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

3. Submit a question or
comment via chat

4. • 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

5. Big investments in branch technologies —
• Cash Recyclers
• Sophisticated ATMs
• Video Tellers

6. Struggling to quantify —
• Improvements in staff efficiencies
• Increases in branch sales

7. Can you quantify how your staff spends their time?
• Institution level
• Branch level
• Individual level

9. Daily activity forecast —
• Percent of time processing transactions
• Percent of staff idle time
• Percent of task time

11. Scheduling additional sales related activities —
• Supervisor coaching sessions
• Sales training
• Outbound sales / relationship calls

14. — Jeanne D’Arc Credit Union
Kate A. Dame – VP of Branch Administration

15. — 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

16. • 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

18. • 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.

19. • 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

20. • 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.

21. • 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

22. — Adjusting to New Process
Getting employees on board —
• Sharing results
• Promote benefits
• Incentives

23. — Training and Scripts
Building employee confidence —
• Simple product training
• Develop telephone scripts
• Avoid the hard sell

24. — Reroute Call Center Calls
Facilitate more conversations with account holders —
• More cross-sell opportunities
• Opportunity to provide great service
• Hone skills through repetition

25. Position your FI for 21st century challenges —
• Improve vague daily staff schedules
• Identify the best periods for outbound calling
• Increase top talent performance

26. 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