FedFinancial Federal Credit Union Implements Digital Dialogue’s
Outbound Program
24/7 Call Center Outreach Service Offering Improves Member
Acquisition Rate
AUBURN HILLS, Mich. (Business Wire EON/PRWEB ) July 28, 2008 --
Digital Dialogue, a PSCU
Financial Services company and nationwide provider of 24/7 call
center operations and software solutions to credit unions, recently
extended its outbound program to Rockville, Md.-based FedFinancial
Federal Credit Union, which provides financial services to federal
employees and their family members in the Washington, D.C. and Baltimore
areas.
According to credit union officials, implementing the outbound program
was a natural extension of their four–year
call center relationship with Digital Dialogue and goal to best serve
members. The program helps the credit union welcome new members with
personalized phone calls, identify lead generation opportunities,
conduct surveys and reach out to inactive/dormant accounts for their
first mortgage loans. As competition increases and slower economic times
loom, it was important for FedFinancial FCU to proactively engage new as
well as inactive members to grow their business and increase revenue.
“Digital Dialogue has not only been able to
provide 24/7 member service to help nurture our existing and new member
relationships, but they have also done so at a much lower cost than
their competitors,” said Jonathan Rhodes,
president and chief executive officer of FedFinancial FCU. “Generating
new activity and loans from existing accounts allows us to improve our
member service levels by offering lower rates and maintaining consistent
contact. In fact, we received two qualified applicants in our first day
of implementation.”
Digital Dialogue developed their outbound services with the goal of
helping credit unions reconnect with inactive members and enhance their
cross-selling potential. Digital Dialogue’s
member service representatives become a seamless extension of each
credit union’s business in contacting members
to offer total member service. FedFinancial FCU has seen a significant
increase in the number of first mortgage applicants and, when a better
rate is available on their loan, they have enlisted Digital Dialogue to
call the applicants and tell them about what they can offer in terms of
a lower rate and payment. In a time of economic instability,
FedFinancial FCU is offering its members the chance to reduce their loan
payments and free up their finances for other investments.
Rhodes continued, “Working with Digital
Dialogue and their outbound program, we have been able to make outbound
calls in the evenings and weekends to prospective first mortgage
clients, some of which may have been dormant for some time.”
“Through implementing our outbound program,
FedFinancial FCU is taking steps to offer proactive 24/7 total member
care,” said Peter Schmitt, president of
Digital Dialogue. “Our outbound program gives
credit unions another avenue for providing proactive member service,
which makes a difference in today’s market.
Offering better loan terms to its members during slower economic times
ensures that FedFinancial FCU will see an increase in member loyalty and
retention.”
About FedFinancial FCU
FedFinancial FCU was founded in 1935 under the name Public Health
Service Federal Credit Union, serving a subset of employees of what is
now the U.S. Department of Health and Human Services. Today,
FedFinancial FCU serves all U.S. Government employees, retirees, their
family members and housemates throughout the Washington, D.C. and
Baltimore, MD. metropolitan areas. For more information about
FedFinancial FCU please visit www.fedfinancial.org.
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. The company’s product
suite includes call center scripting solutions, custom loan applications
with credit-union-defined decisioning and new member enrollment with
funding and sophisticated cross-selling. Digital Dialogue manages the
Financial Service Centers Cooperative's Call Center Outlet, the highest
volume outlet in FSCC's shared branch network.
Designed around a consistent user interface and the same decision
criteria across all channels -- from the credit union's Web site to its
branches to its call center -- Digital Dialogue products and services
are in place nationwide at credit unions ranging in asset size from $5
million to more than $6 billion. For more information, visit http://www.digital-dialogue.com/.
See the original story at: http://eon.businesswire.com/releases/digital/fedfinancial/prweb1151534.htm
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