Dedicated delivery channel training programs ensure Ascend Federal Credit Union’s employees are equipped to meet the company’s service expectations, as well as perform their specific roles proficiently within their initial employment period. This includes actively participating in Ascend’s sales and service culture.
Customization of orientation and training programs delivered to new employees fosters efficiency in the organization and prepares employees to serve the membership’s full needs proficiently in shorter time frames than prior programs.
Program Details
Delivering customized training programs based on service delivery channels requires a strategic approach to creating sessions that focus on the specific functions of a role. Individual programs exist for employees working as a contact center representative, virtual teller, in-branch teller, or financial services officer.
- Contact Center training focuses on assisting the membership over the telephone and through digital channels. Objectives for the course include utilizing systems such as Ascend’s member data system, telephone system, and company intranet, while honing telephone communication skills using scripting specific to the requests and transactions employees will conduct as part of the contact center role.
- Virtual Teller training focuses on assisting the membership through the video teller machine technology implemented in Ascend’s branches. Objectives for the course include utilizing the unique technology and systems that drive the interactive teller machines. Specialized scripting, communication, and video presence skills are critical elements of this program, as these representatives are prepared to serve members with their requests.
- In-Branch Teller training focuses on preparing employees for in-person service delivery using Ascend’s core data system, professional skills, and product/service knowledge to ensure interactions that build relationships with the organization.
- Financial Service Officer training focuses on preparing employees for this universal role that requires cross-functional job knowledge and acute sales skills. In addition to professional skills needed for in-person service delivery, the training covers the systems and technology needed to perform in the role, and the consultative sales process utilized to foster financial well-being for all and deepen relationships through the cross-selling of products and services.
The design of these programs ensures that training efforts (activities, classroom time, etc.) are focused on the transactions and processes the specific roles are responsible for. Employees are prepared to perform the primary and most requested tasks proficiently in the initial employment period. Follow-up training is assigned as part of these programs based on role and functions performed.
Ascend supplements the classroom training employees receive with refresher Webinars scheduled between 60 and 90 days of employment. These Webinars allow participants to discuss their experiences and what they have learned beyond the classroom. This peer-to-peer sharing of knowledge expands awareness of situations that may arise. This session also provides Training an opportunity to dive deeper into more complex topics that were only briefly disccussed in the initial training.
The development of delivery channel-specific learning paths in Ascend’s new learning management system (LMS) gave learners access to a specialized content library for their role (compared to one generic library in the past). These learning paths serve as a training roadmap for employees, walking them through a progression of courses and activities to gain the knowledge they need, including classroom sessions, online content, and feedback opportunities for both pre-class assignments and post-class reinforcement. These learning paths are designed to be completed within 120 days of training completion, with courses prioritized based on the employee’s role.
Results
Member satisfaction levels, measured by a third-party vendor, indicated an improvement in overall satisfaction in 2021 at 94.2 percent. Employees able to develop relationships and cross-sell products and services contributed to Ascend achieving the following results:
- Deposit growth of 16.4 percent
- Membership growth of 6.6 percent
- Operational efficiency of 67.5 percent
