Monterra Credit Union planned to convert 42,000 online banking users to their latest digital banking platform. The credit union needed a third-party partner that understood the importance of reporting, call recording, scripting, training, and with a track record of delivering the highest level of service.
Monterra Credit Union chose Vericast to provide augmented contact center capacity to ensure its members received the highest level of dedicated care throughout the digital banking conversion.
To maintain optimal staffing levels, Vericast delivered regular productivity reports on call metrics, service quality, and performance achievements. Throughout the conversion, Vericast remained flexible — adjusting staffing and hours, as needed — to support the true call volume the credit union was anticipating.
“Having timely data at my fingertips was huge in helping me make the right decisions on scaling and hours. When we called and asked for our service level, they delivered right on the spot. Daily communications and group chats were key to our success.” – Doreen Szymanski, Vice President of Member Experience at Monterra Credit Union
The seamless handling of such a large-scale conversion is what surprised Monterra Credit Union most. Over four weeks, conversion specialists assisted by handling more than 8,500 calls, providing answers to members’ questions in an average of less than a minute and a half, all while contributing to a record-high Net Promoter Score.
