 Best Practice Awards
As operations, sales and service professionals, we are asked to develop solutions to a variety of problems. Often we research situations and develop entirely new and possibly unique practices for our credit union’s operations, sales and service areas.
Identifying these new approaches and recognizing their universal application to credit unions nationwide is the purpose of the CUNA OpSS Council’s Best Practices Forum. One of our hallmarks is sharing the approaches to these solutions with our peers.
We know that with operations, sales and service professionals, time is of the essence. Therefore we have created a worksheet and a new streamlined process that will allow you to quickly develop your Best Practices entry in no time. Click on the link below each category to get started on your 2009 Best Practices entry!
We invite you to submit your Best Practices in four strategic categories:
- Sales and Service Management: What innovative approach have you implemented at your credit union to create, cultivate, and sustain a successful sales culture? What sales tools have you designed to assist staff with selling and customer relationship management (CRM)? What unique sales coaching or incentive programs have you developed?
> Sales & Service Management Entry Form and Worksheet
- Branch Design: What non-traditional elements are you deploying in new branch and remodeled branch facilities to enhance member service? What have you done to “push the envelope” and differentiate the look of your branches?
> Branch Design Entry Form and Worksheet
- Call Center Operations: What have you done to provide outstanding performance and set the standard for excellence in your call/contact center?
> Call Center Operations Entry Form and Worksheet
- Operational Efficiency and Productivity: What have you done to increase expense control? What procedures do you use to provide measurable member benefits and improve productivity?
> Operational Efficiency and Productivity Entry Form and Worksheet
Measurements
The following measurements are examples to consider. This is not an all inclusive list and there may be other existing metrics that define the results of the project or best practice.
- Sales and Service Management
- Cross-Sale Ratio or Cross-Sale per FTE
- Services/Products per Household or Member
- Deposit Growth
- Loan Growth
- Branch Design
- Member Growth
- Ratio of Members/Potential Members
- Branch Profitability
- Call/Contact Center
- Abandonment Rate
- Calls Handled Per Call Center Representative
- Average time to answer
- Average talk time
- Operations Efficiency and Productivity
- Operating Expense
- Salary and Benefits
- Transactions per Hour
- Members Served per Hour
The Selection Process
A panel of OpSS Council Executive Committee members, past winners, and industry professionals will select one Best Practice award winner in each of the four categories above. Selection will be based on candidates’ strategy, process, application and results. Recipients will be selected without regard to credit union asset size.
Winner Recognition
Best Practices award winners will be announced at the
12th Annual CUNA OpSS Council Conference, held September 27-30, 2009 in San Diego, CA.
Winners are required to attend and present a short PowerPoint presentation during the conference. Each winning credit union will receive a complimentary conference registration.
Entry Criteria
- Entrants must be from an affiliated credit union.
- The Best Practice must have been initiated prior to June 19, 2009.
- Entries must be received by July 30, 2009.
- The award winner or a representative must be in attendance at the conference to deliver a 10 – 15 minute PowerPoint presentation of their winning entry during a cafe conversation.
Entry Procedures
- Download and complete the Entry Form and Worksheet pertaining to your category (Microsoft Word format) located at the links provided above.
Submit your entry materials
(in Microsoft Word format) to: |
Bobbi Bischke
Credit Union National Association
P.O. Box 431
Madison, WI 53701-0431
Email: bbischke@cuna.com
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Your entry must be received no later than July 30, 2009 to be considered.
If you have questions about the entry procedures, please contact Bobbi Bischke, Council Administration at 800-356-9655, ext. 4018 or via email at bbischke@cuna.com. If you have questions about criteria for the awards, please contact Keith Kauffeld, Air Academy FCU at 719-592-1006 or via email at keith@aafcu.com.
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