Digital Dialogue Breaks Call Center Record, Sucessfully Serves Credit Unions

Digital Dialogue, a provider of 24/7 call center solutions for credit unions, achieved a record breaking call volume during August.

 

The company’s call center received 211,167 incoming calls, a significant increase compared with the previous year’s record.

 

Bonny Godtland, president at St. Paul, Minnesota-based St. Paul Federal Credit Union, praised Digital Dialogue’s operations.

 

“The call center experts provide us with a 24/7 call center to manage our members calls for less than it would cost to hire and train two full time employees,” she said of Digital Dialogue’s services. “It is important for us to be available to our members at all hours of the day and night without incurring additional expenses.”

 

According to a survey, Digital Dialogue handled 171,722 calls in May. Further, while the industry standard is for call centers to answer 80 percent of incoming calls on first try, Digital Dialogue surpassed that by achieving 87-90 percent.

 

Digital Dialogue said that its reps handle questions and transactions around the clock. It has developed processes to coordinate numerous member services across a multitude of conduits: in-person, via phone, online, Web-based chat, and through shared branching channels.

 

Digital Dialogue provides tools that can reduce average talk time and abandonment rate, while improving service levels and first call resolution rate. Digital Dialogue’s CUScripter gives call center agents a detailed script to follow as well as all pertinent customer information. In addition to call center services, Digital Dialogue offers automated lending, indirect lending, automated decision and new member enrolment solutions.

 

“Our record call volume growth is a testament to the changing needs of today’s credit union members,” said Peter Schmitt, president of Digital Dialogue, in a statement.  “Members demand 24/7 account access, and successful credit unions know that the key to staying ahead of the competition begins with offering around-the-clock contact. Digital Dialogue offers technology that enables the credit union to improve member service levels and ultimately make members promoters within their community.”