Keeping Tabs on the Lobby: Tracking Key Sales, Service and Productivity with Intelligence-Gathering Solutions
Most financial institutions (FIs) gather and analyze product and service metrics and other business intelligence (BI) in some form. However, branch and senior management often overlook an area overflowing with invaluable information—the lobby. Fortunately, technology now makes it simple for FIs to determine the value of service and sales efforts in the branch lobby—and facilitate more sales and better service, as well.
In the Queue
Historically, banks have relied upon sign-in sheets to manage lobby customer service efforts. Once a personal banker, loan officer or customer service representative calls a customer into his or her office, there is often no easy way for the agent to note activities and discussions and upload them to a central BI platform for meaningful analysis.
A far better solution—but one that surprisingly few banks use—is to track and manage customer experiences via a computerized solution from the moment they sign in or are greeted. Here’s how it works:
1. The customer signs into a terminal or iPad and provides his or her name, purpose for visit and any special information that might help the customer service agent assist them. Upon sign-in, the system notes the arrival time. (Optionally, a greeter can sign the customer in and input this information into the system.)
2. The system begins tracking wait time and alerts representatives and managers if it becomes excessive.
3. A service agent notes in the system that he/she will assist the customer, entering the name, reason for their visit and other details for use during the interaction, and then greets the account holder, by name, for the consultation.