FERNDALE, Mich. Credit Union ONE has opened a new Member Contact Center, which it said will help provide a higher level of service to its members.
The center is staffed by 21 agents with specialized skills who either focus on service requests or new account requests. The goal of the center is to deliver first call resolution, meaning members’ needs are met when they make their initial call eliminating the need to call back.
The new center will handle traditional calls, online chats and e-mails. In its first month of operation, the center received more than 20,000 phone calls and approximately 2,800 e-mails and chats.
“The empowerment of our staff to make decisions has a direct, positive impact on member service,” said Stephen Grech, executive vice president of the $775-million credit union. “In addition to enhancing the member service experience, empowerment also contributes to having satisfied and engaged employees.”