PHOENIX – Arizona FCU said it has implemented IEX TotalView Contact Management system in a bid to slash its contact center ASA and boost agent adherence.
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The $1.8 billion credit union deployed the system to automate the staff planning and agent management process and improve scheduling accuracy, agent adherence, service level attainment, and first call resolution.
Using TotalView's Multiskill feature, Arizona Federal has expanded the usefulness of its IVR without introducing unnecessary layers of complexity for callers. Today, it is rating agents on six skill levels, and callers more effectively reach the right agent on their first try.
