San Francisco Fire Credit Union, with core values deeply rooted in trust, innovation, and member service excellence, sought to convert its 45,000+ active online banking members to a new online and mobile banking platform.
The platform conversion made it necessary for members, in order to access their accounts, complete a new registration process when logging in for the first time. With call volumes
expected to increase as much as 300 percent during the conversion, the credit union needed to increase its call-handling capacity by teaming with a contact center solutions provider with industry knowledge and experience that could support its goal for a positive and seamless
member experience.
SF Fire Credit Union chose Vericast Contact Center Solutions for its industry-wide reputation of ensuring member satisfaction and loyalty with quality inbound and outbound call support during conversions. We provided the credit union with end-to-end support to help smoothly guide anxious members through a significant change event.
Comprehensive Conversion Planning
Prior to the conversion, Vericast provided the credit union a step-by-step project management task list to confirm nothing was overlooked.
Experienced Conversion Support Specialists
Vericast’s highly trained and dedicated team of call center support specialists became an extension of the credit union, embracing its culture, business, and brand to ensure high quality,, high-touch experiences for its members.
Quality Assurance
Vericast quality assurance specialists reviewed all calls and provided feedback to help continuously improve the quality of service.
Scalability and Flexibility
SF Fire Credit Union benefitted from Vericast’s ability to scale up and down based on in-house staffing issues, fluctuating call volume, and member demands.
Daily and Hourly Reporting
Detailed daily productivity reports were provided to address and correct any issues encountered throughout each day. In addition, Vericast delivered hourly call statistics to the SF
Fire Credit Union team to ensure proper routing of call volume.
“Hourly reports from Vericast were wonderful!” said Rob Price, Vice President, Member Elations, SF Fire Credit Union. “You have to actively monitor — and adjust on the fly — to stay ahead of the caller queue
Teamwork
Vericast understands the importance of teamwork in delivering quality member
interactions. Our daily group chat sessions focused on collaboration and mutual support —
working together as a team to quickly solve the issues of the day.
Management Support
The experience, professionalism, and responsiveness of Vericast’s project managers helped ensure the smoothest possible conversion for the credit union and its members. “I’ve never been more impressed — the definition of ‘best in class,’” Rob Price said.
If you planning a change event, contact Vericast today to ensure a smooth transition while elevating your customer experience.
We’ll help you turn challenges into lasting customer loyalty. If you planning a change event, Contact Vericast today to ensure a smooth transition while elevating your customer experience.
Many variables impact campaign success. The information on earnings or percentage increases contained within this case
study is provided for demonstrative purposes only. Vericast does not guarantee or warrant earnings or a particular level of
success with a campaign
