ARGO's customers rate staff performance management as a top priority, and financial service industry research reiterates a growing interest in human capital management and talent management software.
Such software promises to integrate tasks that currently require stand-alone applications, such as:
- Workforce planning and scheduling
- Recruitment
- Performance management
- Career and succession management
- Learning management
As integrated applications evolve, ARGO's data tracking can point the way to making better decisions based on measuring staff performance.
Performance Measurement
Sometimes it is easier to identify performance measurements that would help identify high performers than it is to actually capture that information. ARGO's performance management solutions capture transactional, sales, and service metrics to make performance measurements possible.
Teller Performance Measurement
Tellers play a vital role in:
- Increasing productivity
- Improving service quality
- Maximizing sales and revenue possibilities
Teller Performance Measurement tracks teller data, including:
- Fee income generation
- Balancing accuracy
- Transaction productivity
- Referral origination
Sales Performance Measurement
Financial service institutions achieve overall revenue and sales goals by:
- Setting unit and individual goals
- Offering incentive-based pay
- Capturing and sharing information about customers that will identify sales opportunities
Sales Performance Measurement tracks how sales activities and opportunities develop through the combined efforts of staff members across multiple channels and lines of business as they:
- Discover needs
- Complete customer profiles
- Identify solutions
- Make referrals
- Close sales
eLearning
When you implement an ARGO solution, it is critical for staff to master and adopt the solutions as quickly as possible.
Becoming Productive Faster
ARGO eLearning prepares staff members to become fully productive faster by:
- Presenting procedures to staff and enabling them to practice procedures
- Using realistic customer simulations to show how staff should apply the right tools and procedures
- Using "Check Your Understanding" test questions that measure staff members' comprehension of why tools and practices will improve their customer interactions
Innovative Training Approach
Our innovative, multi-faceted training approach provides:
- eLearning that is focused on staff mastering tools and procedures
- Online customer simulations that focus on the customer needs that drive staff members' use of tools
- Training practice to provide final practice that is as realistic as possible
- Follow-up coaching that mirrors the feedback staff provided during eLearning
Supported by Ongoing Learning Services
We support training through ongoing learning services, including:
- Implementation training adapted to ongoing new-hire training
- Coaching services and materials that support employee development post-implementation
- Consultation to adapt training modules to in-branch workshop activities
Staff Forecasting & Scheduling
Many staff forecasting tools miss the mark because they rely on estimates that do not capture all employee activity or factor in employee skill level.
Building on over 20 years of experience in retail financial service products, we developed a Staff Forecasting & Scheduling solution that enables managers to:
- Optimize staffing for peak times without overstaffing for slack times
- Reduce salary-related costs while focusing on meeting customer demands
- Identify unique customer traffic patterns for each branch
- Differentiate staffing among branches in different kinds of markets
- Proactively identify when overtime will occur
- Optimize productivity by factoring in transaction-per-hour benchmarks
- Consider staff roles, schedule preferences, shift length, skill levels, and productivity levels when scheduling
- Gain confidence as realistic scheduling leads to improved customer service
