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COMMUNITY BANK OF FLORIDA IBT helps Community Bank of Florida transform a vacant site into a vibrant, new full service branch in Lakeland, FL. |
Events & Press
EECU’s Sales Culture Bridges the Branch and Call Center Gap ATLANTA,
Feb. 12, 2003 John Nicola, senior vice president of International Banking Technologies, said, “TIOC evolved from requests made by our clients to help them bridge the gap between the branch and call center. The training program was designed to improve call center sales productivity when taking calls from existing and prospective members.” Nicola further elaborated that the initiative behind TIOC was to seize every available opportunity to up sell and offer additional services to existing members. With this program, the call center becomes a hub for developing and generating new sales opportunities. Sandi Driggers, call center manager for Fort Worth, Tx-based EECU, said, “We expect that through this program, we will increase our sales results and member satisfaction exponentially. IBT was especially helpful in training our call center agents on transitioning from general member service calls to sales performance calls. TIOC training will be an important part of our evolving sales culture as we continue to develop our new call center team.” TIOC training has taught member service agents how to gently offer add on or other products and services to incoming callers, ensure that the member is still using the appropriate accounts for their current situation, and to deepen the relationship with the member. Asking the member pertinent account questions and understanding his or her needs enables the member service agent to make recommendations or qualify the member for other services. |
"From the signing of the lease to the opening of the branch, the entire process took less than 60 days. IBT was able to drastically reduce the construction timetable without sacrificing the quality of work. IBT was instrumental in helping us secure this location and has surpassed our expectations with their excellence of design, construction and training."
Dale Roberts Additional Resources
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