Sign In To Keep Reading!
Need To Register?
Thank you for your interest in reading the fantastic content we have on CreditUnions.com! All users must log in to read, research, browse, and have fun on CreditUnions.com. It's free to create an account.
Learn What You're Missing
Upgrade Your Subscription
Back to CreditUnions.com
Read & Watch
Deposits & Payments
Operations & Technology
Search & Analyze
Find A Credit Union
Find A Credit Union Executive
Build A Peer Group
Strategy & Performance
Anatomy Of A Credit Union
Market Share Guides
Credit Union Directory
How To Earn The Hispanic Credit Union Seal...
How Community 1st Plans To Build Business ...
A Five-Year Plan To Hit $1 Billion In Asse...
Auto Market Share In 3Q 2016
How To Eliminate Fees And Improve The Memb...
A Strategy For ALM Years In The Making
Why Pioneer FCU Tops The Leader Boards
Third Quarter 2016 Shares By The Numbers
How To Cross $10 Billion And Keep On Going
A Strategy To Serve C/D Paper Borrowers
It's Time For Student Loan Refinancing
5 Tips To Survive Multiple Mergers
The Importance Of Finance In Financial Services
4 Ratios All Staff Members Should Know
3 Takeaways From Trendwatch 4Q 2014
Callahan Bowl XI Predicts Seattle Repeat
HR Strategies To Build A Happy Staff And Healthy Bottom Line
Industry Performance (3Q 2015)
Align Leadership Around A Common Framework
Industry Performance (1Q 2016)
Industry Performance By The Numbers (4Q 2015)
How To Turn A Good Member Experience Into A Great One
When it Comes to Call Centers, It’s All About the Employees…
In-House or Outsource? Call Center Strategy Gains New Importance
Mission Federal Credit Union's Baby Boomer Mission
Creating Mutually Beneficial Partnerships: A Matter of Needs and Opportunities
Lessons from a Bangladeshi Banker
Jan. 30, 2006
HR & Training
A fair overview of the three ideas in general but thin with pratical ways for implementing them. For example, one CU was cited in the "Not Just Experience" section to underline the importance of hiring staff that can multitask; great, but what did they do to find such employees? What previous employement backgrouds have proven to be the best fit? Another example was in the "Be 'Creative'" section. Lots of creative technologies out there but the only specific example given was VoIP - one CU with 2 offsite representatives. Maybe a good start for developing the point, but creative? The jury is still out.
As a former call center manager for a savings bank, my view of my employees was the opposite of the view taken by the article. My employees moved to the phone center as a promotion. The people in the call center do have to multi task be very involved in the pluse of the organization because the call centers is the first place quetions are going to come from when new proucts or services are launched. The call center is the first line of defense when there is a problem that affects the members. For these reasons my turnover was the result of other areas raiding my employees.
I don't agree with this article. If you want to find out about real retention strategies, you need to check out Clear Harbor, headquarted in Atlanta with operations in the Eastern Caribbean. Their attrition is at 7% per year, and expanding their staff, how they do it ?I am still trying to find out.Check them out www.clearharbor.biz
The Importance Of Finance In Financial S...
Industry Performance (3Q 2015)
When it Comes to Call Centers, It’s All ...
1001 Connecticut Ave. NW Suite 1001
Washington, DC 20036
P: 800-446-7453 F: 800-878-4712
© 2017 Callahan & Associates, Inc.
All rights reserved