NORTH CHARLESTON, S.C. – South Carolina FCU is now using GMT Corp’s enterprise workforce management and performance optimization solutions.
The solutions have helped the $1.3 billion credit union reduce average speed to answer by more than 90%, significantly lowering abandonment rate in its contact center.
The credit union selected the company’s GMT Planet workforce optimization solution to improve contact center management during peak times and improve agent productivity. The company said GMT Planet offers an easy to understand graphical interface known as “workload fit.” This is a constantly updated measure of how closely workforce supply matches member service demand. Managers can discern if they are overstaffed, which results in excellent service, but at a higher cost of service, or understaffed, which means members are waiting – either on the phone or in the branch queue – resulting in diminished member satisfaction.
