Sneak peek inside the member service caped crusaders
A guest blog by Margie Gillean, Financial Service Analyst
While the service industry as a whole enjoys revitalization of consumer service values, due to the competition brought on by the current economic stresses; credit unions have by reputation, been the best at developing relationships in 
financial services. “90% of Executives see Customer Service as crucial to their future – In the same study more than 70% of senior call center executives reveal that their companies fail to meet their customers’ expectations” (Brian consulting, The Taylor Reach Group, Industry Statistics).
What features, functionality, or financial concerns drives your organization’s priorities into and throughout the call center operations? What tools are missing from your arsenal?
As participants prepare to converge into a call center conference where collaboration is anticipated with high expectations, it’s inviting to discover what avenues those expectations explore? There is a good deal of research to be examined and it runs according to size of institution, region of the country, and strategic directives. If your curiosity runs in the same lines as mine, take a few minutes of your time and let’s peek into October and categorize a few of our similar and not so similar situations. These anticipated responses will merit topics in our future round table discussions.
- What concerns do call center managers have?
- Does your supervisor or board inquire about a routine measurement that you would like to know regarding your member/customer calls? [call volume, number of calls, times of calling peaks, days of the week most calls are received, average length of call, or length or service resolution]
- How do you differentiate between call types and call agent skill sets? [ loans, deposits, specialty transactions like IRA, H.S. A. , Retirement or Tax statements, Commercial business lending, coin request, commercial account reporting-insurance, f&S, marketing messages]
- Is there any VIP treatment in your call center issues? [When the CEO or Board members call, supervisory committee members, official family, business executives?]
- Do you have any audit or regulatory issues you are facing today or in the future?
- What objectives for your division are you facing this year? How do you handle cross sales?
- If you could change one thing about your department, what would that be?
- How do you support your agents in the supply of service excellence in your department? [training, tools, scripts, household information, SEG group relative data]
- As a call center manager, what is missing from your tools to support your initiatives, what is the most difficult part of your job today?
- Do you think that remote agents working from home would benefit your organization? What concerns would you have to the contrary?
- Would your organization benefit from screen recordings? Do you work with online account openings, and is seeing the origination of where your online account openings came from a concern for your credit union? Is there anything you would like the call center industry to know about your concerns that are not voiced in any of these questions? Feel free to elaborate.
Share your replies to the previous questions or additional feedback which is appreciated via email to mgillean@centonline.com aiding the industry with your contributions is vital! Thanks in advance for your courtesy!
Margie Gillean, ITBMC
Financial Service Analyst
727-431-5214
www.centurioncares.com
“Doing What We Said We Would Do!”
mgillean@centonline.com
