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Excellence in Call Center Practices: Achieving Corporate Goals and Community Impact

Explore how Merrimack Valley FCU's call center contributes to excellence through diversified communications, empowerment, and measurements. Learn about challenges and achievements such as quality awards, growth in membership, and staff loyalty. Discover how the call center serves as a resource hub, assisting staff and expanding relationships to achieve corporate goals and community impact.

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Excellence in Call Center Practices: Achieving Corporate Goals and Community Impact

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  1. CUNA OpSS Best PracticesCall Center Category By Laurie Aspinwall & Rebeca Urena Merrimack Valley FCU

  2. How our Call Center Contributes to Excellence… • Diversified Communications • Empowerment and Involvement • Ergonomic Soundness • Measurements • Goals and Incentive Programs • Assisting Peers • Helping the Community

  3. What Gets Measured Gets Done • Annual Call Volume Reveals and Supports Needs • Call Monitoring • Abandonment Rate Allows for Improvement and Celebrations • Goals are SMART • Product Knowledge

  4. Strategic Challenges • Corporate Goals • Establishment of Community Charter • Various Promotions

  5. Challenges…yes, we’ve had a few…. • Loss of Key Personnel • New Personnel • New Website/Bill Payment and Vendor • Unprecedented Call Volume • Sale of Credit Card Portfolio • Restarting Loan Originations • Floods of 2006

  6. Extraordinary Results MASS EXCELLENCE STATE QUALITY AWARD • New Personnel Learned From the Best • Quality Award(s) • Growth in Membership and Revenue • High Member Confidence and Satisfaction • Strong Staff Loyalty and Commitment

  7. The Call Center is the Resource Center for all Staff Needing Assistance Long Term and Expanding Relationships Achievement of Corporate Goals How do these results impact the CU?

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