Contact Center Solutions Featured Article

Digital Dialogue, a PSCU Financial Services company and nationwide provider of 24/7 call center operations and software solutions for credit unions, has recognized two credit unions that utilize FSCC’s custom call center services provided by Digital Dialogue.


First Tech Credit Union, based in Beaverton, Oregon, received the Leadership Award and Camp Pendleton, California-based Pacific Marine Credit Union was recognized with the Service Innovator Award.

The awards were presented to these two call centers at the San Dimas, California-based Financial Service Centers Cooperative Inc.’s (FSCC) 2008 annual meeting in Chicago.
 

Founded in 1952, First Tech Credit Union has 156,000 members and assets of $1.8 billion. The organization traditionally employed innovative approaches to member service such as helping develop a shared branch and ATM network.

Positioned as a technologically advanced credit union, the organization assisted in creating a shared branch system using wireless banking. First Tech Credit Union was recognized for always making their member’s experience a top priority through consistent monitoring and feedback on each member call interaction as well as daily scripting due diligence.

The Pacific Marine Credit Union was also founded in 1952 and has 67,000 members and assets of $479 million. The organization received the Service Innovator Award for its create solutions in providing 24/7 account access for their members throughout the world.

This credit union was recognized for its call center scripting techniques, which create immediate answers for members utilizing call center services, as well as 24/7 delivery for Western Union and wire processing.

As a result of its partnership with FSCC, Digital Dialogue provides call center services to credit unions belonging to FSCC’s shared branch network. More than 12 million credit union members currently have access to FSCC’s call center outlet throughout the U.S., Puerto Rico and on U.S. military bases in five countries.

“Each year, Digital Dialogue recognizes two credit unions that stand out in both their superior and personalized total member service and contributions to the credit unions industry as a whole,” said Peter Schmitt, president of Digital Dialogue, in a Wednesday statement.

“We acknowledge the exceptional member care and technology innovation of Pacific Marine Credit Union and First Tech Credit Union. Both financial institutions are leaders in providing members with 24/7 total member service, raising the bar for the rest of the credit union industry to exceed member expectations and improve member loyalty ratings.”

Call centers are a key area of concentration for organizations in a variety of industries as it is often the only interaction point between the customer and the organization and therefore the level of service delivered must be excellent.

Digital Dialogue has recognized these two credit unions as they have implemented the company’s call center services and realized significant benefit in customer service delivery.