GRAND RAPIDS, Mich. – Operational CUSO Xtend Inc., said it recently provided inbound call center support for members of three credit unions during the CUs' core data processing conversions.
Each credit union was converting to CU*BASE, the core data-processing suite from Xtend's sister CUSO, CU*Answers. Two of the projects lasted two weeks, while the third was a four-week engagement.
According to Scott Collins, president of Xtend, the CUSO has been providing inbound member support for its partners in the cuasterisk.com network for many years.
"But it has been quite a while since we have executed three projects simultaneously," Collins said in a statement. "While it did help that these credit unions were in two time zones, our team welcomed the challenge and was excited to help our new partners."
Collins noted these projects were isolated from Xtend's recurring member support business. "We have 40 credit unions that leverage our agents every day, so we were careful to ensure those members did not feel the impact of the microburst that typically accompanies a core DP conversion. I am pleased with the way our call center team was able to effectively manage our overall execution of these projects while still meeting the needs of our day-to-day clients."
Xtend is CUSO owned by 83 credit union partners that formed in 2002. It services more than 180 credit unions representing more than 1 million members and $10 billion in assets.
