Frontline staff who effectively engage customers are the foundation of success in retail banking. This engagement is essential in acquiring new customers, retaining existing customers, and expanding your customer base. ARGO offers extensive, customized training to help your fontline staff develop their customer engagement skills while learning to use ARGO solutions.

How Important is Training?

Industry studies indicate that to achieve adequate customer engagement, staff must have:

• Product knowledge
• Proper tools and education
• Management support
• Motivation through performance recognition

Training and Turnover

With annual financial service industry turnover ranging from 30 to 50 percent, training is a key factor in sustaining a staff that can grow deposits and customers while meeting customer wallet-share objectives.

Turnover makes conventional training too expensive and often prevents conventional training from being available when needed.

To address the financial service industry’s training needs, ARGO offers a comprehensive eLearning curriculum and a framework for our customers to create management training.

ARGO’s Benefits

ARGO provides training services that can:

• Reduce or eliminate system training development costs associated with internal training or contracted-out projects
• Reflect your system customizations and reference other initiatives that your new system impacts
• Enable you to provide your staff with online training activities before, during, and after your system conversion
• Quickly adapt to new hire training
• Enable you to import into your Learning Content Management System (LCMS), thanks to SCORM-compliant online content
• Require training completion and track training scores
• Provide a series of scored activities and simulations through which your staff learns new procedures

Training Development

ARGO’s instructional design professionals have designed base storyboards for training new staff members to use ARGO systems, procedures, and transactions.

As you customize systems to your needs, our training group:

• Revises simulations to reflect requested screen, field, or flow changes
• Reviews the contextual materials that introduce, assess, and summarize the procedures in each training module
• Recommends and makes changes to emphasize the importance of procedures in your business model
• Ensures that eLearning materials function correctly in your Learning Management System (LMS) or Learning Content Management System (LCMS)
• Determines whether additional training modules or links should be integrated into the training
• Develops Training Bank practice environments, which are mirrored on the production system, to provide practice that reflects real-life situations and evaluates staff members’ ability to identify which procedure applies to each given scenario

Ongoing Learning Services

Building on the foundation of integrated training, ARGO provides additional learning services to:

• Address the challenges of turnover
• Address the need for continual learning
• Determining whether the training is achieving its business objectives

ARGO can:

• Work with your Training Department to explore ways in which the training content can be adapted to other training needs.
• Integrate new user training into your new hire training curriculum.
• Evaluate how staff members are completing the training using administrative reports from your tracking or LMS.
• Evaluate system mastery after implementation using ARGO Teller Performance Measurement and Sales Performance Measurement reports that detail how each staff member is using the application.
• Compare training completion data to system mastery data to identify learner or learner groups who face challenges in achieving their service, referral, or sales goals.
• Consult on eLearning modules or tutorials to address specific training needs that may be impacted by system considerations.