Call Recording Featured Article
GECU Finds Call Monitoring Technology Useful for Employee Training
The CSI (News - Alert) Call Center blog -- no, not that CSI -- recently put up an interesting post. “More than simply a customer and vendor, GECU and CSI share synergy in their operating philosophies,” it starts out.
It says GECU, El Paso’s largest locally-owned financial institution has the mantra "We’re With You.” Coordinated Systems, Inc., according to the post, has the operating philosophy of "Simple, Effective and Affordable."
GECU implemented their first recording system in 2001, so they’ve been at this for a while. Not only do they use it to improve customer service, but they also use their call monitoring system as part of an employee development process, according to the post.
GECU chose CSI’s Virtual Observer call recording and quality monitoring system, and according to Cynthia Salas-Santoyo, quality assurance supervisor for GECU, recent business metrics demonstrated loan volume increase by 28 percent, a rise largely due to performance gains as a result of their call monitoring efforts.
In fact, call monitoring was instrumental in GECU reaching their lending goals: "VO’s E-learning features allowed us to create training clips to the agents on products and services to enhance their knowledge, providing another method of ongoing training," Santoyo explained.
Supervisors “are now free to spend more time coaching,” she said, resulting in “an increase of evaluations to an average of four per month. With screen recording of agent activity, supervisors can easily identify suggest ways for the agents to increase productivity while still fully serving members’ needs. Screen captures also shows us when agents take too many steps and identifies when agents miss cross-selling opportunities."
David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.
Edited by Stefania Viscusi