Contact Center Pipeline August 2022 August 2022 - Page 6

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FEATURE

WALKING THE WALK : TD BANK ’ S NEW FINANCIAL WELLBEING PROGRAM TD BANK ’ S NEW TRAINING PROGRAM HELPS ITS CONTACT CENTER AGENTS ACHIEVE THEIR FINANCIAL GOALS .

BY BRENDAN READ
ILLUSTRATION PROVIDED BY ALEXDNDZ ADOBE STOCK

One of the key missions of banks is to help their customers understand their finances , and the choices and the products and services available , in order to help them make the best decisions . These range from opening a savings account to seeking a mortgage or setting up a financial plan for their future .

At the same time banks ’ contact center agents are customers . They too are managing their finances and are making decisions , like buying a home and setting up a retirement plan .
TD Bank , which prides itself on its customer service ( full disclosure : the author is a TD Bank customer ) is walking the walk . The company launched in February 2022 a financial wellbeing program for its U . S . contact center agents , which as a secondary outcome , may also help agents assist their customers .
I had the opportunity to discuss the new program with Paul Bajus , Head of U . S . Contact Centers . Here is our interview .
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PAUL BAJUS , HEAD OF U . S . CONTACT CENTERS
DESCRIBE THE TD BANK PROGRAM
TD ’ s U . S . Contact Center Financial Well-Being Program aims to help our call center colleagues achieve their financial goals by providing them with resources and information , so they feel confident about building their own strong financial future .
The program focuses on six foundational elements of financial wellbeing including : 1 . What It Means to be Financially Healthy 2 . Creating Goals & Budgeting 101 3 . Savings 4 . Credit 5 . Home Buying 6 . Retirement
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