Atlantic Credit Union's "most valuable" callers are now pushed directly to the CU's most skilled
"We're making sure that the most valuable of our members receive an extraordinary experience through the call center," explained
When members call in and enter a six-digit account number, the call center system queries the CU's core processing system to
"High-touch" members go directly to the highest priority queue staffed by three seasoned call center representatives, without
Other members are prompted to select one of four queues-loans, online services, plastics, or general inquiry, she said.
The system also automatically sends calls from members with delinquent accounts to the CU's asset recovery department, said
Atlantic CU began using Oakbrook Terrace, IL-based Apropos Technology's Multichannel Interaction Management Suite last
Call center operators get a visual queue on their desktops of each member who is waiting, and the operator can view each
The multi-channel queuing system integrates voice, e-mail and fax interactions, with voice receiving highest priority. Next year,
"The system is a large driver of our CRM culture," Reis explained. "Previously, with our standard Automatic Call Distribution
Humenick added that 11% of Atlantic Credit Union's membership produces 174% of its profit. Therefore, Atlantic CU thinks it's
The system does more for the CU than segment and reward members, Humenick continued. New call center representatives now
Previously, representatives might encounter a call regarding an issue they weren't trained to handle. The call would have to be
Now that calls are divided into four areas, she said, new agents can be trained to answer calls in one area before accepting calls
Agents are also able to call back members who hang up just by bringing up an abandoned call report. "We've already returned a
With the new system's tracking capabilities, Atlantic CU found that its 13 call center agents fielded 1,900 member interactions in
At the same time, average call duration has increased to 11 minutes from five minutes with the previous ACD system, Stewart
"Apropos is a new application for us," Humenick explained. "Agents are still learning. We expect that calls will go back to the