Call Center Inbound. Communicate Collaborate Connect Execute

Transcription

1 Call Center Inbound Communicate Collaborate Connect Execute

2 . CUSO Partner Credit Unions Members Outreach with Exceptional Service

3 XTEND IS PRODUCTIVE Did You Know the Call Center received 124,486 Inbound Calls from October 1 st to July 31 st 2012? That s over 11,315 calls a month! That s One Call Made Every Minute for Almost 90 Days!

4 OUR CORE VALUES We inspire passion and enthusiasm to deliver superior service to those we serve We empower our talented specialists to grow and succeed. Taking the initiative to drive projects and talent through leadership We celebrate success by recognizing and rewarding the achievements of individuals, teams and those we serve. We make it possible and likely that the ordinary becomes extraordinary We believe we can be innovators from everything from the products to the process We understand that execution equals strategy and that effective execution delivers all other core values

5 COMMUNICATE COLLABORATE CONNECT EXECUTE Keeps your credit union at top of mind all of the time Keeps credit union relevant in the eyes of the member Consistent delivery like minded business model Turn Key-little start up-immediate assistance Provides assistance where a credit union cannot otherwise serve effectively Collaborative network environment makes our services affordable

6 BEYOND THE ORDINARY The foundation of the credit union industry is the cooperative platform and call centers, by their nature, are the epitome of a cooperative. Call centers provide services on behalf of the credit unions they support, creating potential for profound impact on revenue, financial growth, and member loyalty. Moving beyond the ordinary to the extraordinary requires planning and establishing a proactive approach to incorporating the call center dimension into the fabric of the credit union. It s no longer a one dimension service, accepting incoming calls and answering member questions about account balances and resetting passwords. In fact the greatest value of the call center will more likely be proven in the broader scope of sales and service.

7 CALL, CLICK OR STOP BY Full Support Menu Selection Operator Transfer Forward on Busy or Long Wait Time of Day Specific or Before/After Close Monday thru Saturday Saturday Only Retainer for Stand-In Web Chat Customized service where your members are at! Never miss an opportunity for a sale again.

8 IF YOU AREN T, WHO IS? If you aren t open on 8-8 and 8-5 Saturday, you need to Xtend. If your loan officers aren t outside sales reps, you need to Xtend. If you are closed Holidays, you need to Xtend. If calls are interfering with daily work flow, you need to Xtend. If your members don t use eservices, you need to Xtend. If you don t have a DRBC plan covering telephone support, you need to Xtend. If you want members as primary institution for life, you need to Xtend. If your current call center charges you $2 a call and tells you how to process transactions, you need to Xtend. If you get the same call over and over from members, you need to Xtend. If you aren t selling financial services and eservices on every member interaction, you need to Xtend.

9 WHAT IF? What If? Instead of calling for balances, your members used It sme247 and CU*Talk? You turned transaction history calls into loans and debit cards? Instead of a frenzy to answer a member call, your management team could build your Credit Union? Your staff was 100% productive on their business-building tasks rather than answering the phones? You didn t need to worry about your members during emergency closures and staff meetings? Your loan officers were an outside sales staff, creating leads and approvals all the time? What if most of your members were on estatements and enotices? Seriously delinquent members had to speak with Collections to be served for anything? The risk is What If : Xtend says You Can Today

10 WHAT IS XTEND? Xtend is a brand management solution Xtend with deeper member relationships Xtend prevents losses for members and your credit union Xtend your cross sales on every single member or 3 rd party interaction Xtend is there when you can t be Xtend is an anywhere branch on a budget Xtend has your back Xtend is your partner in lending The question is not what we can offer: The question is how you can Xtend.

11 EXCEL AND XTEND Xtend will manage your brand Xtend will become familiar with the needs of your member Xtend can help prevent losses Spending too much in postage? Is your branch open before 9, after 5 and on Saturdays? Xtend can save you processing salary. Xtend has your back when the unthinkable happens. Turn your Loan Officers into sales machines today!

12 MANAGE BY THE NUMBERS BUSINESS Using the Erlang C Model for Staffing Level Trend Study Peak Times Average Number of Members Average Length of Call Xtend staffs on a model collaborated with our other clients Real Results: Your staff free to pursue marketing goals More member facing keeps your brand top-of-mind Xtension pinpoints service opportunities for cross-sales Xtend clients have less invalid s, less opt-outs requests, and more opportunity to create primary institution relationships

13 ACCOUNTABILITY Xtend uses CU*BASE to record conversations Xtension Agents read F1 Comments and Trackers Every call gets a tracker when provided a member number! Xtend Management follows up on all member and staff challenges with access to Trackers and recorded calls and regular QA reviews!

14 TELL ME MORE Reporting to your board is easy! Recognize trends, volume and growth Measurable Opportunity you can take back to your credit union

15 HIRING & TRAINING Xtend loves self-starters! We hire motivated Agents with production top of mind We hire by shift to keep our metrics on-track We hire social Agents, interested in real conversations with your member We focus on 100% service with a smile All Agents trained on the art of the cross sale All Agents on-boarded to CU*BASE for member facing All Agents pass extensive background check for security in addition to required security training curriculum

16 FULL SERVICE Xtension is your Contact Center Branch! Sign a statement of work, provide processing guide, we configure CU*BASE, and forward phones One time setup, per call fee, monthly retainer Forward all branches to Xtend, keep an inside line open for transfers, extensions, direct calls, etc. Xtend will filter out sales and annoyance calls on your preferred filter. All members will be served at Xtend unless absolutely necessary, sent securely in CU*BASE via Tracker. You call members back on your schedule after proper research time. You set what calls we send through as high value (Collections, New Loans, Escalations, etc.)

17 LENDER XT Xtend gives your best rate web site or Rate Inquiry? Xtend puts your application right into CU*BASE Your staff access MNLOAN #8 to work channel XT with two clicks Never miss an application opportunity again with XT Direct! Please Note: We cannot take mortgage information to comply with the SAFE Act This service is available with all but stand-in service (except where stand-in clients also subscribe to regular outbound service Branch ST) Small setup, small per lead/close and per call fees

18 A LOOK AT OUR CLIENTS Credit Union Asset Size Members Calls Taken Money Transfers 1st Valley $36,125,954 3, $51,106 Affinity $143,730,991 20,508 1,840 $99,705 DGFCU $47,656,864 10,579 3,904 $103,981 FedCom $51,429,158 7, $24,475 First United $22,812,028 5, $225 GR Family $38,613,240 4, $10,049 Harris County $134,923,807 14,299 1,846 $144,661 Mass. State $71,840,897 12, $12,926 NorthPark $65,900,252 6,937 1,380 $46,121 Oak Trust $65,544,045 9, $12,159 South Bay $79,424,138 7,105 1,628 $307,328 TOTALS $758,001, ,088 12,588 $812,736 July 2012 A view of call center activity

19 A LOOK AT OUR PARTNERS Credit Union Asset Size Members Calls Taken YTD Money Transfers YTD XS YTD 1st Valley $36,125,954 3,731 2,043 $459,984 2 Affinity $143,730,991 20,508 7,299 $337, DGFCU $47,656,864 10,579 25,681 $757, FedCom $51,429,158 7,268 2,364 $130,826 5 First United $22,812,028 5, $225 (New) GR Family $38,613,240 4,884 2,417 $89, Harris County $134,923,807 14,299 12,776 $961, Mass. State $71,840,897 12,167 1,256 $54, NorthPark $65,900,252 6,937 9,553 $241, Oak Trust $65,544,045 9,440 4,048 $61, South Bay $79,424,138 7,105 8,861 $1,394, TOTALS $758,001, ,088 76,371 $4,490, What s happened so far this year?

20 WHAT ELSE DO WE DO? Call Campaign for Every Need Branch ST Regular Outbound Pre-Conversion Pre-sold Members Product/Service Drives Member Survey Programs Loan Fulfillment XT Lender Direct Custom Campaigns for Sales Compliment your CU*OverDrive and other Marketing Initiatives

21 PRICING AND CONTACT INFO Getting Started is Easy! Call Liz Winninger at ext. 517 You can also our Marketing Specialists at

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