“Callers to Tyndall FCU used to experience hold times averaging five minutes but now our wait times have been reduced to just one minute and thirty seconds."
Alpharetta, GA (PRWEB) February 18, 2011
Financial Management Solutions, Inc. (FMSI) announced today that Tyndall Federal Credit Union (FCU) of Panama City, Florida, has experienced a 70% reduction in call center hold times since deploying the FMSI ContactCenter Management System™ (CMS) solution. CMS allows financial institutions to schedule agents based on forecasted call volumes, thereby optimizing contact center staffing levels to achieve desired service levels.
“Callers to Tyndall FCU used to experience hold times averaging five minutes but now our wait times have been reduced to just one minute and thirty seconds,” boasts Jocelyn Cassidy, Regional Branch Manager for Tyndall FCU.
After earlier attempts to improve wait times with tracking software from their phone system failed to yield the necessary improvements, Tyndall FCU sought help from FMSI. After just seven months, their goal of reducing wait times from five minutes to three minutes had been exceeded, with wait times down to just 90 seconds.
“Different members have different needs and thus use the credit union differently,” continued Cassidy. “The CMS solution from FMSI taught us how to anticipate and appropriately staff for those needs so that we could better service all of our members.”
FMSI publishes a monthly Comparative Data Report that ranks all of their client’s teller productivity and cost metrics. Clients and industry routinely review the report to evaluate productivity rates compared to other banks and credit unions.
“Financial institutions’ ability to effectively evaluate the productivity rates of their staff and service levels are limited by the information they have on hand,” W. Michael Scott, President of FMSI. “With more than 20 years of experience helping banks and credit unions improve the productivity of their staff, our solutions and benchmarking data help shine the light on the areas that need improved services and productivity.”
About Tyndall Federal Credit Union
First chartered in 1956 by the U.S. Department of Health, Education and Welfare as Tyndall Air Force Base Credit Union, Tyndall Federal Credit Union remains a leading financial institution in Bay County. Tyndall FCU now operates twelve branches in Florida and Alabama serving more than 105,000 members worldwide with assets of more than $1 billion. For more information, visit http://www.tyndallfcu.org.
Financial Management Solutions, Inc. (FMSI)
FMSI has assisted over 600 financial institutions nationwide in optimizing their branch workforce, through applying actionable business intelligence from the analysis of teller transaction data. The average FMSI client has saved $30,000 per year, per branch, by managing with monthly productivity reports, including FMSI client rankings – for comparison benchmarking purposes.
Located in Atlanta, GA and established in 1990 FMSI provides easy-to-use, yet sophisticated, systems – The Teller Management System™ (TMS), ContactCenter Management System™ (CMS) and The Lobby Tracking System™ (LTS) – that allows you to manage and staff to meet service and sales needs like never before. Visit the company’s website at http://www.fmsi.com or call 877.887.3022, to schedule a complimentary online demonstration of any of our products.