EL PASO, Texas – GECU has installed Coordinated Systems, Inc.’s Virtual Observer call recording and quality monitoring system.
The system’s E-learning features allowed the $1.7 billion credit union to create training clips to the agents on products and services to enhance their knowledge, providing another method of ongoing training.
GECU implemented VO with full time recordings, giving the credit union a far greater number of recorded calls to evaluate. The VO Live feature suite allows supervisors to view several agents as they are on the call with the member to look for coaching opportunities.
Coordinated Systems is based in East Hartford, Conn.
