ARNOLD, Mo. – Arsenal CU said it has implemented Financial Management Solutions Inc.’s ContactCenter Management System.
The $165 million credit union will use the solution to systematically schedule its call center staff to decrease their call center abandon rate and improve overall member service. The ContactCenter Management System schedules agents according to forecasted call volumes, thus enabling banks and credit unions to optimize their contact center staff while achieving desired service levels.
“We have successfully optimized our teller line with FMSI’s Teller Management System, and we knew we wanted to achieve similar results in our call center,” says Angela Ellis, vice president of consumer services at Arsenal. “We are confident CMS will help us achieve our call center goals, such as lowering the abandon rate and answering 90 percent of the calls within three rings or 15 seconds.”
