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FMSI VantagePoint - March 2011 Edition

 

   
March 2011

Experiencing a 70% Reduction in Call Wait Times

 

A ContactCenter Management System™ Case Study

 

We have all heard the dreaded words, "Please hold and the next available representative will be with you shortly. " Whether it is six minutes or 10 seconds, the amount of time we wait on hold significantly impacts our overall call experience. Tyndall Federal Credit Union (TFCU), a nine location institution in Florida - including a 40 agent contact center, has historically been challenged with less than ideal call wait times. (read more)
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The credit union efficiency ratio is declining (read more)

 
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FMSI Video of the Month
Congratulations to Century National Bank for having this month's
FMSI Chart of the Month (read more)
For Senior Management, From Senior Management

Answering Customer Service
Calls on the Teller Line
Having tellers taking customer service calls while they are on the teller line, can lead to less than ideal service conditions for the customers on the phone and in the lobby. Taking these calls is a disruption for the teller, which comes across in their greeting. Calls can be rushed and customers are left dissatisfied. Many institutions have successfully conquered this by setting up their phone systems to receive all their calls centrally in a Contact Center. The staff is then focused and (read more)
 
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