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CUNA OpSS Best Practices Call Center Category

CUNA OpSS Best Practices Call Center Category. By Laurie Aspinwall & Rebeca Urena Merrimack Valley FCU. How our Call Center Contributes to Excellence…. Diversified Communications Empowerment and Involvement Ergonomic Soundness Measurements Goals and Incentive Programs Assisting Peers

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CUNA OpSS Best Practices Call Center Category

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  1. CUNA OpSS Best PracticesCall Center Category By Laurie Aspinwall & Rebeca Urena Merrimack Valley FCU

  2. How our Call Center Contributes to Excellence… • Diversified Communications • Empowerment and Involvement • Ergonomic Soundness • Measurements • Goals and Incentive Programs • Assisting Peers • Helping the Community

  3. What Gets Measured Gets Done • Annual Call Volume Reveals and Supports Needs • Call Monitoring • Abandonment Rate Allows for Improvement and Celebrations • Goals are SMART • Product Knowledge

  4. Strategic Challenges • Corporate Goals • Establishment of Community Charter • Various Promotions

  5. Challenges…yes, we’ve had a few…. • Loss of Key Personnel • New Personnel • New Website/Bill Payment and Vendor • Unprecedented Call Volume • Sale of Credit Card Portfolio • Restarting Loan Originations • Floods of 2006

  6. Extraordinary Results MASS EXCELLENCE STATE QUALITY AWARD • New Personnel Learned From the Best • Quality Award(s) • Growth in Membership and Revenue • High Member Confidence and Satisfaction • Strong Staff Loyalty and Commitment

  7. The Call Center is the Resource Center for all Staff Needing Assistance Long Term and Expanding Relationships Achievement of Corporate Goals How do these results impact the CU?

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