FedFinancial Federal Credit Union Implements Digital Dialogue's Outbound Program : 24/7 Call Center Outreach Service Offering Improves Member Acquisition Rate

Share Article

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.

News Image
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.

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 http://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/.

Share article on social media or email:

View article via:

Pdf Print

Contact Author

Joy Harper
Visit website