Finds Winning Combination Blending TellerSolution® With Instructor Led Class

Recognizing the need for a more consistent and interactive Teller training program, Liz Farmer from First Niagara Bank worked with TRC Interactive to develop a customized version of TellerSolution®, the leading bank Teller training program, to blend with instructor led classes.

“More than anything, we just really wanted to improve our Service Representative training program,” said Ms. Farmer, Employee Development Manager at First Niagara Bank. “Saving time and money was a factor as well, however, we really just wanted to turn out a more consistent product that would improve our employee’s performance. TellerSolution® allowed us to do that.”

“Our participants enjoy that TellerSolution® is user-friendly and very interactive. Our former method of training wasn’t nearly as interactive at all.” Previously, employees worked on their own and at their own pace to complete a set of training module books. The new blended training allows them to interact with both the PC and an instructor who leads them through the hands-on process of how to perform different types of transactions.

Because participants enjoy what they’re doing, they are more apt to learn faster and retain the knowledge longer. “Our new Service Representatives are much more prepared now than they were before,” Liz says. “We find that they are more comfortable with their roles and responsibilities after going through the new training process.”

Liz notes that overall not only has their program become more consistent throughout all of their branches and more interesting and interactive for the employees, but also the quality of their staff has increased since implementing the blended training program and that’s what is most important.

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Reduces Training Costs 32%
and Improves Teller Performance

TRC’s TellerSolution® Multimedia Teller Training Program has improved Teller performance and reduced training costs at M&T Bank’s 452 branches throughout New York, Maryland, West Virginia, and Pennsylvania.

“It has resulted in an overall reduction of training time and charge back costs of 32%,” says M&T’s Training Director, Lynne Kreiner. “By reducing the length of training, savings are being reaped in Trainer salaries, as well as student salaries and expenses,” she continued.

M&T Bank’s other findings are equally as impressive. “Multimedia has allowed us to reduce actual instructor-led classroom time by 70% and offer the program twice as often. This not only frees up Teller Trainers to facilitate other classes but it also provides a skilled Teller replacement in the branch at a much quicker rate,” Lynne explains. M&T Bank selected the customized version of TRC’s Multimedia Teller Training Program and their results are significant. In six days, Tellers learn and demonstrate their knowledge of more information than was previously taught in 10 days. And… coaches in the branch report Teller performance levels are higher on most measurements than previously achieved with live instruction.

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TellerSolution® Has Taken Our Training From What Was A Two To Three-Week Period To A Week Or Less!

“Before TellerSolution® we really didn’t have a very organized training program. It has really had a very positive impact on our bank,” said Ronda Henry, Lead Trainer at Central National Bank. Central National Bank is a 20-branch holding company serving the Kansas and Nebraska market areas.

“TellerSolution® has taken our training from what was a two to three-week period to a week or less. It has taken one-third of the time we use to train our Tellers. Some Tellers can go through the modules in as quickly as three days.”

Ronda feels that one of the benefits to TellerSolution® is that is allows both the Tellers and Trainers to quickly receive feedback. “One of the features of TellerSolution® that we really like is that it helps identify any additional training needs.” According to Ronda, “TellerSolution® gives our Tellers a very good general knowledge of our system and has been an absolute blessing. I love it and am thankful we have it!”

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The content and design really helps to hold the teller's attention. We love TellerSolution®. We have been using TellerSolution® for about four and a half years, and have had great results using it as an integral part of our training. The content and design really helps to hold the teller's attention.

The ability for the tellers to proceed at their own pace helps our staff to identify where some may need additional help. Combined with our traditional training, we really like the variety TellerSolution® offers our tellers. They really enjoy the audio/visual format as it offers a different learning approach. TellerSolution® has been a great success in our training program at Mechanics."

Mechanics Bank's HRD Manager, Alice Willmarth.

"TellerSolution® provides our new tellers with a solid base of knowledge before they begin serving customers. Our new tellers are much better prepared, which allows them to be more productive faster."

Boone County National Bank's ( Central Bancompany) Director of Training, Denise Boyd.

"TellerSolution® is an exceptional program, value, and service. It is an interactive, comprehensive, and interesting program, and a must for new Tellers and a great refresher for experienced Tellers as well. As a Trainer with more than 20 years in the field, TellerSolution® is one of the best self-paced programs I've seen."

Sooper Credit Union's Director of Training, Bennie L. Anderson.

"TellerSolution® has transformed the way we present vital information to new hires at the credit union. It is one of the best blended learning activities we can provide to new students. Thank you for all the hard work and effort in producing this convenient method of learning."

Member One Federal Credit Union's Assistant Vice President of Training and Sales, Cheryl McIntyre.

"The TellerSolution® Teller Training Program has made a great impact at our bank. We are now able to send new tellers to our branches who are prepared to step into a teller window with confidence and do the job well. The broad range of subjects covered in TellerSolution® is very important. We are now able to train without worrying about something being left out. Our 'seasoned tellers' are signing up to go through the program too! This program saves our bank in training time and is economically priced for cost savings. My final decision to try TellerSolution® was based on the convenience of your lease option. "

Traditional Bank's Vice President of Teller Operations, Pat Rogers.

"When I became the Training Officer, my first priority was to create a training program for all incoming tellers because we did not have a program in place. Considering all the details of what would have to be covered left me overwhelmed. At that time I heard from Mike Aquila. He explained the TellerSolution® Program and offered to show me a sample of it. Once I saw it, I knew it was what I needed.

The TellerSolution® Multimedia Teller Training Program is outstanding. This program covers every aspect of teller training from what a teller actually represents to all regulations. It covers more than I would have ever been able to create on my own. After the first new teller went through the program, I inquired as to whether the Managers noticed a difference once this teller was on the teller line. The answer from every Manager was "Yes." The time we used to spend training on the teller line has been reduced from three weeks to three days. And the tellers are more confident, which makes a huge difference in their performance. Using this program and working with Mike and Connie has been a wonderful experience and has made my job so much more productive and successful."

“BankTrainingOnline™ has saved me so much time,” says Charlene. “I am able to depend on the authenticity of the contents without having to research for days… it is all right here. Training can be overwhelming at times. No one has just one responsibility, so using a program like BankTrainingOnline™ is essential. It provides the best training tools to help you do your job.”

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"I think TellerSolution® is great. I've had many new employees that come to DCFCU with previous teller experience and tell me they learned information they were not aware of. I also like the training because it is credit union specific. In fact, I have recommended TellerSolution® to several training professionals in the Credit Union industry."

Dade County Federal Credit Union's Training Manager, Blanca Barrocas.

We use TellerSolution® on a lease basis, which allows us to budget for the actual time the trainees utilize the program. TellerSolution® provides a way for new tellers to learn and to be tested on that knowledge. Experienced tellers have found it an excellent way to refresh knowledge and document that knowledge by testing. TellerSolution® gives fundamentals that were previously trained by an individual trainer. This has freed up that time."

Texell Federal Credit Union's HR & Training Manager, Rhonda Rae Shelley.

"We have been using TellerSolution® for five years and love it. It is user friendly and very easy to customize. I love working with the staff on the customization. The turn around time is awesome when updating the data."

MAX Federal Credit Union's Professional Development Director, Beverly Schuffert.

Federal Credit Union

"TellerSolution® allows us more flexibility and variety in our teller training in addition to reducing training time. Because of the module structure, a new teller can learn on the computer in the morning and reinforce that learning by observing at the teller line in the afternoon. Individual modules can be used as refreshers for experienced tellers or other staff with member service contact. A consistent work method and service message can be delivered through our multiple locations."

Think Federal Credit Union's Learning and Development Consultant, Megg Ganrude.

"Valley Community Bank loves the TellerSolution® program. It has really helped us train our employees and gives them a basic overview of teller responsibilities. It is especially great for those new employees that have no banking experience. Working with TRC Interactive, Inc. has always been a great experience as they are very informative and have always looked out for our needs."

Valley Community Bank's Assistant Cashier, Dora Pelling.