With customer satisfaction paramount, the role the contact center plays in a credit union’s growth is absolutely critical.
But how does a credit union go about not only delivering a high level of quality customer service, but also measuring it? Furthermore, in today’s economy and competitive marketplace, how does a credit union maintain its contact center’s quality and efficiency while also reducing costs?
The technology available today makes addressing these questions a much less daunting task. Nevertheless, choosing which solutions will work best for you and your credit union requires more discussion.
Business Process Automation solutions are a very useful tool for the credit union in quickly and easily improving customer service and member satisfaction, reducing staff costs, and ultimately increasing profitability.
A case in point.
A credit union faced with the challenge of trying to increase profits while still providing personal attention to its members needed to find a communications solution that would streamline the customer-contact center interaction. Compounding the issue, the contact center realized that a large amount of calls were getting dumped into a generic calling queue before being transferred to either loan servicing or sales.
Zeacom automated this process for the credit union by combining enhanced call routing with an IVR solution. The result? A much higher level of personalized service.
Based upon account information, members are now routed directly to the proper queue, while an automated IVR assists members with general requests.
The credit union succeeded in cutting contact center costs and profits increased as higher revenue members were routed directly to those sales agents who could deliver the highest quality service.
The Zeacom (News - Alert) Communications Center (ZCC) provided the credit union contact center the tools and functionality necessary to deliver top-notch customer service.
Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2011, taking place Sept. 13-15, 2011, in Austin, Texas. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. To register, click here.
John Lahtinen is Community Development Editor for TMCnet. He has more than 15 years of combined professional and educational experience involving news, education, and marketing. John holds a master's degree in journalism from the S.I. Newhouse School of Public Communications at Syracuse University and a bachelor's degree in English from the State University of New York at Plattsburgh. To read more of his articles, please visit his columnist page.
Edited by John Lahtinen