Patelco Credit Union, with more than 370,000 members in and around northern California, planned a mass reissuance of 160,000 debit and credit cards. All the cards were due to expire within six months, jeopardizing Patelco’s ability to deliver a quality, frictionless member experience. Anticipating spikes in call volume and the possibility of extended wait times, Patelco sought an experienced, third-party overflow supplier to provide members the support they needed, when they needed it, and honor the credit union’s “highest level of service” commitment.
The Contact Center solution team began by seeking to understand the credit union’s multi-wave model for getting cards into members’ hands, then worked with the credit union
to forecast incremental call volume. Here’s how it worked out:
Throughout the reissue, Vericast remained flexible, scaling staff up and down as needed in timing with card mailings. Highly-skilled specialists were at-the-ready to answer members’ questions and help them activate their cards.
Many variables impact marketing campaign success. Information on percentage increases contained within this case study is provided for demonstrative purposes only. Vericast does not guarantee a particular level of success with a campaign.
