Credit Union Call Centers: A Strategic Asset for Your Organization

Credit union call centers have grown up from an administrative focused back office department to a strategic operation that is closely integrated into the overall retail plan of the organization. At busy call centers working with a large concentration of members, overall credit union satisfaction is dependent on call center performance. Using the right metrics to evaluate performance is key.

Based on survey responses from 139 credit unions, this report will provide credit union leaders with comparison call center data, case studies, and resources for call center management to help you improve and evaluate your call center program.

The Credit Union Call Centers- A Strategic Asset for Your Organization Report features:

Key Performance Metrics: An in-depth look at the metrics credit unions are using to measure their call center performance and the average results they are achieving

Tips for Improving Call Center Performance: Learn how to effectively manage your call center's resources to create member value and extend the CU brand

Case Studies: Highlighting best practices of successful CUs, these case studies provide action steps for starting a call center and strategies for operating them efficiently.