“It is very important for us to have a staffing software system in place that gives us the structure we need to achieve our call center performance goals.”
- Harry Zimmerman, Executive Vice President at American State Bank
Alpharetta, GA (PRWEB) September 15, 2011
Financial Management Solutions, Inc. (FMSI), provider of business intelligence solutions for banks and credit unions, announced today that American State Bank (ASB) has completed implementation of its ContactCenter Management System™ (CMS). ASB will use CMS to help optimize their contact center staff to achieve targeted service levels by scheduling their agents based on forecasted call volumes.
“In the past we didn’t have specific data to back up our call center staffing decisions,” said Harry Zimmerman, Executive Vice President at American State Bank. “We were forced to take a ‘gut feel’ approach and it was unsettling. Over time I grew tired of wondering if I had the right number of people during the right times and, most importantly, how that was affecting our service levels.”
In addition to helping improve their call center customer service and productivity, CMS will provide valuable information to help the $2.7 billion financial institution with individual employee evaluations. ASB maintains a practice of evaluating employee performance through a monthly scorecard program. The additional information in the CMS report will be a valuable extension to this review process.
“It is very important for us to have a staffing software system in place that gives us the structure we need to achieve our call center performance goals,” says Zimmerman. “A big part of this structure is FMSI’s monthly reports, which will provide the data we require to build business cases for key business decisions for our call center—on everything from staff scheduling changes to requests for new hire approvals, which currently require buy-in from senior management.”
“Today’s financial institutions have to maintain a balance between customer satisfaction and workplace efficiency,” says W. Michael Scott, President/CEO of FMSI. "Without accurate information, most financial institutions are not equipped to make a proper evaluation of the operations in their branch or call center. With more than 20 years of experience helping banks and credit unions improve the productivity of their staff, our unique solutions for measuring and forecasting transaction volumes regularly reveal areas for better service and increased productivity."
About American State Bank
Founded in 1948 in Lubbock, Texas, American State Bank has built a strong legacy of respect both locally and nationally. American State Bank (ASB) was recently named one of the strongest banks in the U.S. by respected Weiss Research, Inc. Two of the nation's most prominent bank rating companies have also acknowledged ASB's stability by honoring them with their highest ratings. BauerFinancial, Inc. has rated American State Bank a 5-Star Superior Rating for over 78 consecutive quarters, which places ASB in an exclusive circle of Exceptional Performance Banks. Veribanc rated ASB with their top honor of Blue Ribbon Bank® Commendation of Excellence.
American State Bank has over $2.7 billion in assets and serves 39 locations across 23 communities throughout Texas. For more information, visit http://www.asbonline.com.
About Financial Management Solutions, Inc. (FMSI)
Located in Atlanta, GA and established in 1990, FMSI provides easy-to-use, yet sophisticated, business intelligence systems—The Teller Management System™ (TMS), The ContactCenter Management System™ (CMS) and the Lobby Tracking System™ (LTS)—that allow financial institutions to manage and staff to meet their service and sales needs. FMSI gives banks and credit unions the ability to schedule their team throughout the branch network, and to manage staff through easy to read color graphics and succinct management reports. FMSI provides performance management information exclusively to financial institutions of all sizes. 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.