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Six CUs see results with outsourced call centers
ST. PETERSBURG, Fla. (6/23/09)--Six credit unions that outsourced their call centers to PSCU Financial Services reduced their expenses while improving efficiency, according to a recent study. KPMG surveyed the six credit unions, which transitioned to PSCU Financial Services’ Total Member Care, and examined the subsequent business impact. Some improvements:
* Abandon rates dropped to 3% from 15%; * Speed of answer improved to 30-to-40 seconds from two to four minutes; and * Single-call resolution rates jumped to a range of 86%-96%.
One credit union reduced costs per call by 71% while experiencing an increase in call volume due to longer hours of operation. Another credit union realized savings of $430,000 when compared to using internal staff for after-hours support, the study said. PSCU Financial Services recommends that credit unions partner with a call center provider to answer ember calls after business hours. It also recommended that credit unions allow overflow calls to be diverted to an outside contact center. “The call center is a primary point of contact with members,” said David J. Serlo, PSCU Financial Services president. “When a representative is able to answer a member’s question or resolve an issue, members are often very receptive to discussing other needs that may lead to new business.” PSCU Financial Services is a credit union service organization based in St. Petersburg, Fla., that serves more than 1,300 financial institutions nationwide.


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