COLUMBUS, Ohio - Huntington Bank says that call-routing technology from CenterForce Technology Inc. is improving service and performance.
The $29 billion-asset bank is using CenterForce Optimizer in its Columbus and Cleveland call centers, which collect consumer loan payments and handle checking account overdrafts.
Connections to the correct service representatives have increased by 22% in the few months the system has been used, Huntington said.
"Our agents love it because they spend more time talking to decision makers and see their promises increase, and we pay bonuses on the accounts they collect," said Dave Eyestone, vice president of collections at Huntington. "They see CenterForce as a tool to help put money in their pockets."