Last week I received a nice letter from a member 80 and wiser. Let’s call her Ms. Linda. She has been part of the credit union for almost 50 years. Frequently Ms. Linda has questions and needs to call us. However, this was not a very convenient experience for her the first week in March. Ms. Linda was caught in what appeared like an endless circle on the automated telephone system.
Well, Ms. Linda and members like her, I hear you loud and clear. Even though the contact center agents are able to process over 60,000 calls a month under the current system, the credit union is upgrading its equipment and call-in experience before December 2009.
With the new installation, members like you and Ms. Linda will be able to gain quicker access to a live voice, and have less buttons to push for simple balance, deposit, or loan transactions.
By year-end these upgrades will help simplify your on-the-phone-line experience. Got other ideas? Take this time to post a comment and … talk back with Troy
The airlines have an even more difficult phone system….they ask you about 25 questions hoping you give up and book your flight on-line!