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Member Contact Program

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The Member Contact Program is specifically designed to to provide better member service, assist staff with capitalising on sales opportunities and to reduce the rate of member resignation.

The program involves a set process to assist staff in developing ongoing relationships with members in order to encourage business development, sales and excellent customer service.

Inclusions

  •  a list of defined events or situations where members should be contacted
  •  established standardised processes, procedures and systems for each situation
  •  a staff training session
  •  mechanisms to track the effectiveness of the program

Resourcing

The program is designed to take up as little resourcing as possible and is estimated to take one staff member up to one day a week to manage.
It is recommended that there is one internal champion of the program, whose responsibility it is to project manage the program. The idea is that the program can be implemented by anyone and so the only prerequisites for the project manager are an interest in improving member service and good organisational skills.

Tracking

The Member Contact Program includes templates for tracking the activities included in the program. In order to effectively track the success of the program (i.e. product take up and retention and member retention), this information needs to be compared with monthly Key Performance Indicator (KPIs) for member retention, home loan retention and product take up.

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