Operational Improvement for the 21st Century
As a new Strategic Link partner, the company works with credit unions to analyze and improve their contact centers and back office procedures. Focusing on member service quality, coaching, attrition and costs, Marathon delivers operational improvements that save credit unions not only money but time. Credit unions also receive benefits through leadership coaching, and a system for managing that features the three Cs—commitment, consistency, and clarity.
One of the advantages of the comprehensive analysis is the opportunity to assess Marathon Partners Consulting as a potential partner while they work on-site to examine the current needs and build a solution to address each credit union’s specific needs. Solutions might include better use of technology, initiatives to reduce costs, improved member service, increased accountability, and employee development.
Recently, Portland-based Unitus Community Credit Union worked with Marathon Partners to improve its call center operation.
“Marathon recently completed a project with our call center and the results were outstanding! They helped us greatly improve service levels and cost per call. Within the first four weeks of the project our members were already feeling the improvements,” said Brian Alfano, Chief Retail Officer for Unitus.
Marathon Partners Consulting bases their work on Key Performance Indicators (KPIs) and reports on them weekly as work progresses on recommendations and implementation. The group has worked with credit unions for more than two decades to offer the right combination of performance and accountability that delivers meaningful change.
Marathon Partners Consulting invites you to learn more at a free, informational webinar May 9. Register on the NWCUA Events website.