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Four CUs honored as call center innovators
LAS VEGAS (6/12/09)--PSCU Financial Services, a financial services credit union service organization, honored four credit unions that best used its custom call center to enhance member service in the last year. PSCU Financial Services is a provider of Total Member Care--its 24/7 call center operations for credit unions. Awards were presented during San Dimas, Calif.-based Financial Service Centers Cooperative Inc.’s 2009 annual meeting in Las Vegas. Hawaiian Tel FCU, University of Hawaii FCU and Hawaii USA FCU, which are all based in Honolulu, and Kealakekua, Hawaii-based Hawaii Community FCU received the Call Center Innovator awards. The credit unions conducted cultural training to better align Total Member Care service representatives with members’ needs. In response, Total Member Care adopted Hawaiian elements to its call center services, including island-themed hold music and a cultural-focused custom training regiment, plus other solutions to ensure members of the Hawaiian credit union community are serviced to fit their needs and expectations. The awards signify the four credit unions’ collective effort to deliver a seamless transition for their members to Total Member Care’s mainland call center. “Each year, PSCU Financial Services recognizes credit unions that find unique ways to maximize member service through our round-the-clock call center operations,” said Peter Schmitt, executive director. “By encouraging implementation of cultural elements from their state, these credit unions created a system to make members feel more comfortable with, and thus more likely to use, our call center services.”


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