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Credit union switch improves customer service: new phone sets, reports reduce need to spur agents.

CREDIT UNION SWITCH IMPROVES CUSTOMER SERVICE

Patelco Credit Union, San Francisco, grew from one branch office to 16. It set up a telephone service center in 1983 to handle incoming calls.

A year later, this became a separate department.

The TSC initially used an automatic call sequencer, which lacked signout capability and couldn't provide adequate management reports.

A PBX replaced the ACS, but that too became outmoded. As more incoming calls were logged in, calls became blocked, and there was no one to transfer calls to.

A Telcom Technologies ECD-2000 was installed. It took over 700 incoming daily calls for over three years. In late 1989, Patelco grew into an ECD-4000EX supporting up to 96 stations and 96 trunks. Telcom's Digital Display Set provides single-button access to features and a 96-character LCD display. "The DDS sets have freed me from having to frequently monitor the agents," says Leilani Apolonio, member-accounts manager. "The phones enable agents to manage themselves. They know how many calls are in queue, how long the oldest has waited, and call length."

Productivity Rise

Since the DDS sets have been in use, agent productivity has increased. Agents know immediately if a call is waiting. They can troubleshoot potential problems before they become serious. If a trunk problem occurs during an incoming call, the DDS identifies the trunk so the problem can be handled quick. Handling 1200 calls each day, the system is fielded by 10 full-time agents.

The TSC is open Monday through Friday, 7:30 a.m. to 5 p.m. Customers call in for inquiries about their accounts, balances, check clearances, deposits, loans, savings rates, and member eligibility. About 48% of all calls are handled within five seconds, well above the goal of 40%. Apolonio has established a benchmark of keeping calls to three minutes; agents now average about 2:23.

When a customer calls the main number at Patelco, the call is automatically processed through centrex. "We have centrex for private extensions if we have to transfer, but customers can bypass the ECD by dialing direct. A 6200 number goes to centrex first and is transferred on second ring to the ECD."

Enhanced Wrap-Up lets Patelco keep running tallies of up to 90 different activities, reporting the current percentage each activity contributes to both group and system totals. "Enhanced Wrap-Up saves us hours of labor each week. We can also print out these reports daily, weekly, monthly, or on demand."

The management reports generated by the ECD are useful not only internally but are also presented to Patelco's CEO each month.

Agent Activity Reports help Apolonio determine agent productivity. "They tell us how many calls are waiting and are very useful for training. We've also used them to help create a performance plan based on each agent's productivity."

System Activity Reports assist in scheduling, planning, and staffing.

Line Utilization Reports help decide when more lines are needed.

"We are also going to use Enhanced Report Generator in the near future," Apolonio announces with enthusiam. "ERG would eliminate a lot of the manual tracking we do after a report is generated. I'll be able to access, customize, graph, and display all of my data stored in the ECD-4000EX.

"The system has made all of us in the department more productive," she concludes. "Patelco agents now have a tool to make decisions that help our customers. And I don't have to get up all the time to see if agents are on the phone or not!"
COPYRIGHT 1991 Nelson Publishing
No portion of this article can be reproduced without the express written permission from the copyright holder.
Copyright 1991 Gale, Cengage Learning. All rights reserved.

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Publication:Communications News
Date:Jan 1, 1991
Words:580
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