William Aguilar is the Assistant Manager, Contact Center at American First Credit Union in California, USA. This is his Finalist presentation that he gave at the Live Pitch Show as part of the 2021 CUES Emerge competition.

1. William
Aguilar
Assistant Manager, Contact Center
American First Credit Union
California

2. What my plan covers
Keeping the
BEST talent
Why they
leave
Negative
Impacts
Building a
better
destination

3. How do member’s bank
• 57% of members do business in a branch
• 43% of members call in for assistance

4. Voice of the
Credit Union
• Moment of
Truth
• Higher emotion
• Social media
feedback

5. Why Contact Center Employees Leave
• “Need clearer path”
• “No opportunity to grow”
• “Felt stagnant”
Personal
27%
Term
33%
Career Growth
40%

6. Attrition costs you
• Money
• Time
• Morale

7. New Progression Plan
• tiers
Add
• career
progression
and paths
Discuss
• training
Provide

8. Results
BEST STAFF IN
PLACE – SAVES
TIME
ENCOURAGE
GROWTH –
POSITIVE
MORALE
ATTRACT NEW
TALENT
INTERNALLY –
SAVES MONEY