Contact Center Pipeline August 2022 August 2022 - Page 8

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FEATURE

We strive every day to be the most knowledgeable and capable team in U . S . banking . So we would not be surprised if some of the key learnings and best practices our participants pick up during the program help them better serve our customers in the future .
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WHAT ARE THE NEXT STEPS ? AND WHAT ARE YOUR RECOMMENDATIONS TO OTHER CONTACT CENTERS THAT ARE LOOKING TO LAUNCH SIMILAR PRO- GRAMS ?
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WHAT , IF ANY , CHALLENGES / OBSTACLES WERE THERE AND HOW WERE THEY MANAGED ?
We continued to refine our approach while developing the program , so what we are offering our colleagues makes sense for our time-constrained contact center environment .
Since this was an important topic to many of our team , buyin / participation was not an issue . As we teased the program , more and more of the team expressed excitement and interest . The only minor challenge faced was a slight launch delay due to a rather busy period in terms of traffic at the beginning of the year .
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WHAT HAS BEEN THE RESULTS AND HOW DID THEY COMPARE WITH THE GOAL ?
The goal was for colleagues to feel empowered to take control of their finances whatever that looks like to them . It could be to know where to go when they have questions , it could be to help plan for life events , or it could be as big as creating financial goals and working towards them .
We are in the process of building out specific success criteria for the program . The contact center is consistently adding new colleagues to the team , so part of the success is how we integrate financial wellbeing into our new hire program and keep the initiative sustainable .
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IT SOUNDS LIKE YOUR PROGRAM ALSO TRAINS YOUR AGENTS ON MANAGING AND HELPING CUSTOMERS WITH FINANCES . HAS THIS EDUCATION HAD , AND DO YOU EXPECT IT TO HAVE , A POSITIVE CUSTOMER SERVICE IMPACT ?
Although the program is solely focused on helping our contact center representatives better understand and manage their personal finances , we also know a more confident and knowledgeable colleague is often a more helpful colleague .
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We are looking forward to continuing to build the program leveraging the feedback and input of our colleagues .
Erin McCauley , who is our Senior Group Manager and program development lead , told me “ We have heard a lot of positive feedback from those who attended , and we ’ ll continue to listen to our colleagues to ensure we are hitting on the financial wellbeing topics they want to learn more about . That ’ s what makes it great – It ’ s a program for colleagues by our colleagues .”
OUR REPRESENTATIVES DO AN AMAZING JOB SUPPORTING OUR CUSTOMERS AND HELPING THEM ACHIEVE THEIR FINANCIAL GOALS .
The program is intended to evolve based on their needs . Organizations have a responsibility to provide tangible , approachable ways to learn and hone sound financial tactics and habits so employees can feel more secure in their financial future . Less stressed employees are happier , more productive employees and that inevitability makes for happier customers .
TD Bank has so many great financial wellness resources available to both customers and colleagues . Our representatives do an amazing job supporting our customers and helping them achieve their financial goals . As a people leader , it is very important to me that we provide our colleagues with great resources and information so that they feel confident about building their own strong financial future .
Brendan Read is Editor of Contact Center Pipeline . He has been covering and working in customer service and sales and for contact center companies for most of his career . Brendan has edited and written for leading industry publications and has been an industry analyst . He also has authored and co-authored books on contact center design , customer support , and working from home . Brendan can be reached at brendan @ contactcenterpipeline . com .