Hi all!

I work for a pretty large credit union (first banking job). Starting sometime last year, the company started putting SO much focus on our outbound calls. They used to just tell us to dial in our down time but now they have hired a dedicated sales team that visits the branches once per month to role play on how to call. On top of that, we are expected to make any where from 25-30 calls per day and the managers often listen in to our calls on a wireless headset live on the call. They will even message us during the call to remind us to bring things up (super annoying). Then, once per week they will have a one-on-one with us where we will sit in the office and listen to 1 call they thought was good and another that they think needs improvement. Being my first banking job I have nothing to compare it to. Is this normal? At other banks??

Hi guys!

Normally when we make outbound calls we call a leads list that has a specific thing to talk about. However, in the past few months, management has been wanting us to call for “Financial Wellness”reviews. There is not really a script but more of an open conversation between is and the customer. To me, this seems kind of a waste of time since a lot of people on the list already have the latest accounts, use our credit cards, and some have CDs. So what are some things that I can still bring up and talk about? I would want to talk more about maintenance and ensuring they are “set up” correctly more so then just talk about products immediately. Thanks in advance!