Maintaining and improving the customer experience is important for most, if not all organizations. However for credit unions – known for providing best-in-class customer service – this is a real priority. In fact, the 2015 Temkin Experience Ratings which ranks customer experience (based on a survey of 10,000 consumers) placed credit unions in the 8th spot out of 293 companies across 20 industries. Credit unions as a group have earned the highest ranking in the banking sector over the past four years! Continue reading
Tag Archives: credit-union
Improving call center performance has always been an area of importance for credit unions. However, as the service industry grows with new technologies, it’s critical for professionals to see beyond the horizon. Aside from some of the traditional ways of boosting call center performance, what other methods can be employed? Continue reading →
The IVR experience (“press 1 for this… press 2 for that…”) has long been part of the contact center. It serves an important – if disliked – role as part of the process. Specifically, the jobs performed by the IVR include routing (determining the kind of agent the caller needs), authentication (establishing the caller’s identity) and, sometimes, gathering caller information.
These jobs, in themselves, are beneficial to both sides. While many callers complain about being forced to interact with “a machine”, that’s still much better than getting to the wrong kind of agent and then being transferred. And getting authentication out of the way before the agent conversation saves time for both parties. What many prognosticators miss when discussing an idyllic future of customer service is that these jobs are not going away.
The real challenge is to find a way to do these jobs in a way that is less frustrating for users. One answer to that question is “Visual IVR”, a technology that has many successes under its belt. But detractors think this concept is a “stop-gap” measure that will soon be left behind. Continue reading →
A while ago, we documented how Fonolo helped Tech CU (a credit union based in San Jose) handle unpredictable spikes in call volume to its call center. Like many organizations, they struggled with high abandon rates (upwards of 20%), no matter how they managed their workforce.
By implementing In-Call Rescue (a cloud-based call-back platform), Tech CU was able to replace hold-time with a call back when call volumes – and hold times – peaked. This lowered the rate of call abandonment: Rather than hang-up, members could instead choose the call-back option and receive a call when an agent was free to speak with them, something that also improved the customer experience. Continue reading →
Mark your calendars folks! Credit Union Call Center Conference 2014, October 6-8, is just around the corner. If your credit union is looking to improve customer satisfaction, better manage your staff, or learn about new technologies, this show is the perfect event to attend.
Credit Union Call Center Conference aims to bring you new strategies and methods to help you make your call center the best it can be when it comes to serving your members. Besides a lineup of great speakers and presentations, they’re also bringing back the ever-popular Zappos tour at the new downtown location in Las Vegas. Continue reading →
If you work in the world of call center or customer service, you are undoubtedly very familiar with the Customer Service Satisfaction Rating, or CSAT, as it’s commonly abbreviated. You’re also very well versed in understanding abandon rates and how they negatively affect your call center’s performance.
Like many contact centers, you may struggle with how to create a better customer experience when pushing agents to handle more calls, while making reductions in staff. Improving your CSAT Rating doesn’t occur over night – it requires a fundamental focus on how your contact center interacts with customers. Continue reading →
Today I’m happy to report that the story is even brighter: After 1 year of using Fonolo, this company booked over $10M in loans (through Fonolo call-backs) and reduced its abandon rates by 10%.
Like Fonolo, Andrew Maher is on a mission to improve customer service. His blog, Service Please, covers a wide range of topics that help companies understand why customers are complaining and highlights excellent solutions to help improve customer service.
Congratulations to Andrew on his first successful video blog!
Below is a text snippet from Andrew’s interview with Shai and a link to the video.
In October 2012, 1st United Services Credit Union started using Fonolo. By adding Fonolo to its website, 1st USCU empowered their members to connect to call center agents with just one click – no phone menus and no waiting on hold. Fonolo’s visual interface simplifies reaching 1st USCU for callers while its secure, cloud-based services make the process seamless for call center agents.
After a few months of getting acquainted with the Fonolo web widget, Mark shares with us some insight to the process, deployment and the reaction from his members.
Fonolo reached a great milestone last week when our customer, 1st United Services Credit Union, released a new iPhone app. The app’s “Contact Us” section includes Fonolo’s interface which lets their customers reach an agent with one tap — no phone menus, no waiting on hold.
What makes this deployment special? This credit union is also using Fonolo’s widget on their website AND using our In-Call Rescue service for callers who dial-in directly. So this is the first time Fonolo is being used on all three channels. You could call it a call-back “hat trick”, or a virtual queuing “triple play”. Whatever you call it, this is the future of the call center.
Want to learn more?
Watch this on-demand webinar, where the VP of Member Services at 1st USCU will join us to discuss the implementation of and early results from this ground-breaking deployment.
- Smartphone adoption rates and the impact on call centers
- How to use virtual queuing and visual IVR to replace hold-time with a call-back
- Tools to enhance your mobile apps with click-to-call
- Tips for lowering your handle times and improving the customer experience
- Case study with an industry leader: How 1st United Services Credit Union seized this opportunity to offer a great customer service experience.