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Customer Satisfaction, Operational Efficiency Crucial to Credit Union Success

TMCnews


TMCnews Featured Article


August 05, 2011

Customer Satisfaction, Operational Efficiency Crucial to Credit Union Success

By Erin Harrison, Executive Editor, Cloud Computing


Contact centers must be efficient and effective to keep customers happy, who in the case of credit unions, have a vested interest in the company. At busy call centers working with a large concentration of members, overall credit union satisfaction is dependent on call center performance.


The right contact center and call center software can make a big difference in not only the protection of consumers, but your business as well.

Addressing that need, Zeacom has perfected a contact center solution designed specifically for organizations such as utilities and government that are served by as many as 500 contact center agents and up to 2,500 desktops.

Its solution, the Zeacom Communications Center (ZCC) software platform, is designed to unify communications across an organization, including the contact center, so the way they conduct business is improved as they bring together various applications, databases, teams and workflows into one smoothly operating system. 

For example, in recent weeks, the Nationwide Mortgage Licensing System (NMLS) call center has taken 18,000 calls from both financial institutions and individual mortgage loan originators regarding the federal registration process. Some federally-regulated financial institutions are in danger of missing the deadline to be registered in the National Mortgage License System and Registry, exposing themselves to possible sanctions from regulators.

Under the 2008 SAFE Mortgage Licensing Act, federally insured banks are required to submit the fingerprints of their mortgage loan originators to the Federal Bureau of Investigation for state and national criminal background checks. Mortgage loan originators working for federally regulated banks also must submit forms detailing their personal history and experience. As the legal system of record for licensing in all participating states, the District of Columbia and U.S. Territories, NMLS is the official and sole system for companies and individuals seeking to apply for, amend, renew or surrender licenses managed in the NMLS on behalf of the jurisdiction’s governmental agencies. 

To address the aforementioned spike in call volume, the facility recently added 13 representatives in order to address the expected surge in call volume as the deadline approached, according to a recent industry newsletter.

Here’s another recent example: 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, as TMCnet’s John Lahtinen reported. 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, efficient service. This Credit Union cut costs in the contact center, since less staff was required to handle mundane and repetitive inquiries. In addition, profitability increased as high revenue members were routed straight away to those top sales agents who could deliver the best service and engage in cross-selling.

By using smart features like intelligent call delivery, customers are no longer passed around, but will get a quick and knowledgeable response.

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.


Erin Harrison is Executive Editor, Strategic Initiatives, for TMC, where she oversees the company's strategic editorial initiatives, including the launch of several new print and online initiatives. She plays an active role in the print publications and TMCnet, covering IP communications, information technology and other related topics. To read more of Erin's articles, please visit her columnist page.

Edited by John Lahtinen







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