Total Member Care Call Center Expands to Support Sales Growth and Market Expansion

Total Member CareTM, a PSCU Financial Services solution, providing 24/7 call center operations and software solutions, serves over 200 credit union clients and also works with over 300 additional credit unions through the Financial Services Centers Cooperative (FSCC) shared branch network.

 

Formerly known as Digital Dialogue, Total Member Care offers a robust suite of products and services available to over 16 million credit union members.

 

The company has recently announced that, it has expanded its work force by hiring Herbert Mann as human resources manager, Ginny Flanagan as contact center director, Earl Diem as product manager, Brian McKenna as project manager and Malinda Tyrrell as sales representative, to support sales growth and market expansion for Total Member Care’s 24/7 credit union call center support and products.

 

“In a time when many financial institutions are decreasing customer service options, credit unions are seeking cost-efficient ways to better serve members whenever and wherever they have a question, need, or concern,” said Peter Schmitt, executive director of PSCU Financial Services. “Herbert, Ginny, Earl, Brian and Malinda have proven reputations in financial software development and sales, and they are a great asset in the continued growth of our around-the-clock call center operations for credit unions nationwide.”

 

According to the company officials, PSCU Financial Services’ addition of sales staff coincides with the expansion of Total Member Care’s information technology and account management departments and dedication of employees to address student lending.

 

Also, PSCU has expanded its Total Member Care Detroit-area facilities beyond its existing 9,300 square feet of office space into an additional 8,300 square feet of space. In addition the company has recently moved from its 5,500 square feet Taylor, Mich. office to an 11,800 square feet facility in Southgate, Mich.

 

Total Member Care has been experiencing tremendous growth, with significant increases in clients, staff and call volume, resulting in a 95 percent revenue growth compared in 2008 to an 89 percent revenue growth in 2007. Company officials expect growth to continue throughout 2009.

 

With significant increases in the number of clients, record-breaking have increased in call volume, said the company. According to a report, the Total Member Care solution ended the year with 17,000 calls received on Dec. 31 2008, as compared with 9,900 calls received the same day the previous year.

 

"Our staggering growth in client numbers and call volume leaves no doubt that credit unions are utilizing 24/7 total member service to proactively address market conditions and remain strong in turbulent times," said Peter Schmitt, executive director of PSCU Financial Services.