Transforming Retail Banking: ASLAN Training Drives 248% Increase in Call Center Deposits and 72.34% Surge in Loan Bookings
22%Overview
A $3B+ regional bank partnered with ASLAN to enhance selling skills and transform its retail banking operations. Through targeted sales training, the bank achieved remarkable results, including a 248% increase in call center deposits, 72.34% increase in loans, and a 22% rise in personal banker sales per month.
Overcoming Sales Challenges: How Lack of Sales Training Impacted Customer Loyalty and Revenue at a Regional Bank
A regional bank with over $3 billion in assets faced significant challenges in transforming its operations and improving performance across its branches and call centers. The bank sought to enhance selling skills and increase customer loyalty, but several obstacles hindered its growth.
The bank’s direct banking center was reactive rather than proactive, limiting its ability to offer a full range of services to customers. Tellers and personal bankers lacked the sales training necessary to identify customer needs and generate referrals, ultimately affecting revenue growth. While deposits and loans were central to the bank’s objectives, performance in these areas was underwhelming. In the call center, deposits were stagnating, and loans were not being booked efficiently, impacting the bank’s bottom line.
Furthermore, the bank’s traditional approach to customer service needed to evolve, as industry trends showed a decline in bank transactions and consumer loans. The challenge was to shift the culture from transactional service to one that focused on building long-term relationships and proactively identifying opportunities.
With these challenges in mind, the bank turned to ASLAN Training to equip its team with the skills to address these gaps and achieve measurable improvements in sales performance.
ASLAN’s Sales Training Solution for a Regional Bank
To address the challenges faced by the regional bank, ASLAN implemented a comprehensive sales training program focused on enhancing selling skills across all areas of the bank, including branch tellers, personal bankers, and the call center. The bank’s goal was to improve customer experience, increase loyalty, and transition from a reactive to a proactive, full-service retail organization.
ASLAN customized the training to equip employees with the tools to identify customer needs and offer relevant services, shifting the culture from transactional service to relationship-building. Call center sales training was a key component, empowering representatives with the skills to proactively engage customers, increase referrals, and identify cross-selling opportunities.
Through engaging learning techniques and practical resources, ASLAN trained personal bankers to strengthen their sales techniques, allowing them to identify opportunities and offer tailored solutions. The training also focused on improving customer interactions to ensure a better overall experience and increase long-term loyalty.
In addition, ASLAN integrated ongoing coaching and performance metrics to reinforce the new skills.
Solutions Implemented by ASLAN Training
Remarkable Results Through Selling Skills and Sales Coaching Implementation
After implementing ASLAN’s sales training program, a regional bank saw remarkable improvements in its performance across various channels, including branches and the contact center. The bank’s objective to improve selling skills, increase customer loyalty, and transition to a proactive service model was achieved with measurable success.
The contact center sales training program led to an outstanding 248% increase in deposits, demonstrating the effectiveness of equipping reps with skills to engage customers and close sales. Loan bookings also surged, with a 72.34% increase in loans, as reps began identifying opportunities for additional services and offering tailored solutions.
Branch performance improved as well, with deposits booked in branches rising by 168%. Personal bankers saw a 22% increase in sales per month, thanks to strengthened selling skills and the ability to build stronger relationships with customers.
The bank’s transformation from a reactive, transactional organization to a proactive, relationship-driven one was a key result of ASLAN’s approach. The comprehensive sales training program not only increased revenue but also helped shift the bank’s culture, ensuring sustained growth and long-term customer loyalty.
These results underline the power of targeted sales training and contact center sales training in achieving significant, measurable business outcomes.
"This initiative has literally changed the way we do business in retail banking and ASLAN’s ability to partner with us and integrate themselves into the organization has made it possible.”"
ED HAUCK
SENIOR VP OF RETAIL BANKING
Ready to Transform Your Sales Performance?
ASLAN’s proven sales training and contact center sales training solutions helped a regional bank achieve a 248% increase in deposits, a 72.34% growth in loans, and a 22% boost in personal banker sales.
Let us help your team drive measurable growth too.
Fill out the form, and a member of the ASLAN team will contact you within 24 hours (Monday-Friday). We look forward to partnering with you!