Dec. 16, 2013


  • I love the idea of a virtual call center. But what really amazed me is that the call center has 7 agents and one manager. Our call center for a $2 billion credit union has 70 full time and part time employees. Last month we handled 33,000 calls with an average of about 4 minutes per call. So now I understand how Stanford CU can have such a great efficiency ratio. They can't possibly have the volume of calls per member that we have.
    Henry Wirz