Digital Dialogue Experiences Record Call Center Volume
Increased Call Center Volume Indicates Growing Need for 24/7 Total
Member Service
AUBURN HILLS, Mich. (Business Wire EON/PRWEB ) August 21, 2008 --
Digital Dialogue, a PSCU
Financial Services company and nationwide provider of 24/7 call center
operations and software solutions to credit unions, achieved record call
volume in the month of July. Call center activity peaked at 211,167
incoming calls, a 65 percent increase over last year and clear
indication that credit union members need and demand responsive, 24/7
total member care.
The previous record number of calls Digital Dialogue received was
documented in May 2008, when the company took 171,722 calls. While the
industry standard for call centers answering incoming calls immediately
is 80 percent, Digital Dialogue consistently surpasses the standard,
reaching 87 to 90 percent.
“Digital Dialogue, which is known as a leader
in providing 24/7 call center operations, was the clear winner in our
due diligence process,” said Bonny Godtland,
president at St. Paul, Minn.-based St. Paul Federal Credit Union. “The
call center experts provide us with a 24/7 call center to manage our
members calls for less than it would cost to hire and train two full
time employees. It is important for us to be available to our members at
all hours of the day and night without incurring additional expenses.”
Digital Dialogue provides credit unions with the call center tools they
need to reduce average talk time and abandonment rate, while improving
their service levels and single call resolution rate. Digital Dialogue’s
CUScripter gives call center agents a detailed script to follow as well
as all pertinent customer information. In addition to call center
services, Digital Dialogue offers automated lending, indirect lending,
automated decisioning and new member enrollment solutions.
“Our record call volume growth is a testament
to the changing needs of today’s credit union
members,” said Peter Schmitt, president of
Digital Dialogue. “Members demand 24/7 account
access, and successful credit unions know that the key to staying ahead
of the competition begins with offering around-the-clock contact.
Digital Dialogue offers technology that enables the credit union to
improve member service levels and ultimately make members promoters
within their community.”
About Digital Dialogue
Digital Dialogue, a PSCU Financial Services company, is the nationwide
provider of 24/7 financial call center operations and software solutions
for credit unions ranging in asset size from $5 million to more than $6
billion. Digital Dialogue products – which
include call center scripting solutions, custom loan applications with
credit-union-defined decisioning and new member enrollment with funding
and sophisticated cross-selling – are
designed around a consistent user interface with the same decision
criteria across all channels from the credit union's Web site to its
branches to its call center.
Digital Dialogue manages the Financial Service Centers Cooperative's
Call Center Outlet, the highest volume outlet in FSCC's shared branch
network. For more information, visit www.digital-dialogue.com.
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