2013 Operations, Sales & Service Excellence Awards

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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 Excellence in Operations, Sales & Service Awards. One of our hallmarks is sharing the approaches to these solutions with our peers.

This year, awards will be presented to credit unions achieving Operations, Sales or Service excellence in the three asset groups below:

• < $150 Million
• $150 Million - $500 Million
• > $500 Million

Eligible members can submit entries for consideration that relate to any of the areas of Operations, Sales and Service below:

1. 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?
2. 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?
3. Contact Center/E-Support: What have you done to provide outstanding performance and set the standard for excellence in your call/contact center? How are you leveraging electronic channels to gain efficiencies or improve service?
4. Miscellaneous: This category is for any operations, sales and service success story you have that does not fit the other categories.

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.

• Sales and Service Management (Entry Form and Worksheet)
• Cross-Sale Ratio or Cross-Sale per FTE
• Services/Products per Household or Member
• Deposit Growth
• Loan Growth
• Branch Design (Entry Form and Worksheet)
• Member Growth
• Ratio of Members/Potential Members
• Branch Profitability
• Contact Center/E-Support (Entry Form and Worksheet)
  • Abandonment Rate
• Calls Handled Per Call Center Representative
• Average time to answer
• Average talk time
• Operating Expense
• Salary and Benefits
• Transactions per Hour
• Members Served per Hour
• Miscellaneous (Entry Form)

The Selection Process
A panel of OpSS Council Executive Committee members select Excellence in Operations, Sales & Service Award winners in the three asset categories above. Selection will be based on candidates’ strategy, process, application and results.

Winner Recognition
Award winners will be recognized at the 16th Annual CUNA OpSS Council Conference, held September 22-25, 2013 in Hollywood, CA.

Winners are expected to attend and accept their Excellence Award at the membership luncheon during the conference (acceptance speech is not required). Each winning credit union will receive one complimentary conference registration.

Winning entries will be featured in a press release and in CUNA News Now in addition to being showcased on the CUNA OpSS Council website.

Entry Criteria

• Entrants must be a member of the OpSS Council.
• The practice must have been initiated prior to March 2013
• Entries must be received by June 30, 2013.
• The award winner or a representative must be in attendance at the conference to accept their award.

Entry Procedures

• Download and complete the Entry Form and Worksheet pertaining to your category (Microsoft Word format) located at the links provided above.

Your entry must be received no later than June 30, 2013 to be considered.

• If you have questions about the entry procedures, please contact Council Administration at 800-356-9655, ext. 4018 or via email at awards@cuna.coop. If you have questions about criteria for the awards, please contact Steve Stryker Chief Operating Officer of Scott Credit Union via email at  sstryker@scu.org 

Testimonial

Winning an Excellence Award means we’re doing things the right way. There are so many Credit Unions doing so many great things out there.  Just being considered is a great honor, but winning is truly humbling. For Red Canoe, it means a tremendous amount.  We strive to be different and innovative within the marketplace and winning awards like this show we’re just that – distinctly different.

Ken Kelly
Red Canoe CU