How SCCU Transformed Their Customer Service with ice Contact Center

About Sunshine Coast Credit Union  

Sunshine Coast Credit Union is a full-service financial institution that delivers commercial and personal banking services to over 17,000 members. Their mission is to provide individuals with the best advice and ensure their members’ financial health is secure. 

Before discovering ComputerTalk’s ice Contact Center, Sunshine Coast Credit Union (SCCU) did not have a contact center solution in place for their operations. Instead of a structured queue system, supervisors assigned calls to agents randomly. Supervisors also relied on Microsoft Excel for tracking data. In addition, there was limited flexibility for agents to work remotely.   

Continue reading to learn how SCCU enhanced its member support operations with ice. 

Sunshine Coast Credit Union and ice Contact Center 

By partnering with ComputerTalk to implement the ice Contact Center solution, SCCU has been able to transform their operations, enhancing efficiency and elevating their member experience. This strategic collaboration has streamlined reporting, optimized customer service processes, and significantly improved overall member satisfaction. 

1. Smarter Call Routing for Faster Resolutions 

Before SCCU implemented ComputerTalk’s ice solution, incoming calls were assigned to agents based solely on their availability, without considering their skills or expertise levels. The lack of a structured queue system often led to multiple call transfers, causing frustration for both members and agents, and led to longer resolution times.  

Since transitioning to ice, SCCU has implemented skills-based routing, ensuring that calls are directed to the most qualified agent from the start. By matching members with agents who have the right skills or expertise to handle their questions, SCCU has significantly reduced unnecessary transfers, improved response efficiency, and enhanced overall member satisfaction. 

What is skills-based routing? 

Skills-based routing uses software technology to direct incoming interactions to the agent best equipped to handle that specific issue. Instead of routing interactions based on availability, the system considers factors such as an agent’s skills, expertise, language proficiency, and past experience. This ensures that customers are connected with the right agent from the start.  

Benefits of skills-based routing: 

• Faster resolutions: By connecting customers with the most qualified agent, issues are resolved more quickly, reducing the need for transfers and callbacks.
• Improved customer satisfaction: Customers receive accurate and personalized assistance, leading to a better overall experience.
• Optimized resource utilization: Contact centers can maximize efficiency by ensuring each agent is used effectively based on their strengths. 

2. Data-Driven Insights for Smarter Decision-Making   

Previously, SCCU supervisors relied on manual data entry into Microsoft Excel for basic reporting, which was both time-consuming and prone to human error. This made it difficult to track key metrics such as caller identities, call durations, and response times effectively. 

Since implementing ice Contact Center, SCCU has enabled supervisors to access data related to call volumes and member wait times and pull key reports via the iceReporting interface. This eliminates the need for supervisors to manually input the data they need to make strategic decisions related to the contact center’s operations. An advanced reporting system not only automates data collection but also provides actionable insights, enabling SCCU to make data-driven decisions and enhance overall operational efficiency. 

Furthermore, iceMonitor provides supervisors with a clear view of agents’ productivity levels by allowing them to examine different KPIs, such as grade of service. Both tools equip supervisors with the information they need to measure the efficiency of the contact center.  

Enhancing Contact Center Management with iceMonitor and iceReporting 

ComputerTalk’s ice Contact Center offers two powerful modules – iceMonitor and iceReporting – that provide comprehensive tools for real-time monitoring and historical reporting, enabling supervisors to effectively manage and optimize contact center operations. 

Benefits of iceMonitor:  

• Immediate performance insights: Supervisors can track key metrics like call volumes, wait times, and agent availability in real time, enabling quick adjustments.
• Proactive issue management: Color-coded alerts highlight potential problems before they escalate, ensuring service levels remain high.
• Faster responses to high demand: By identifying call surges or long wait times in real time, managers can reassign resources to maintain efficiency. 

Benefits of iceReporting: 

• Data-driven decision making: Comprehensive reports provide insights into trends, helping optimize staffing and workflows.
• Automated report delivery: Reports can be generated and delivered automatically, saving time and ensuring consistent performance tracking.
• Performance benchmarking: Comparing past and present data enables contact centers to measure progress, set performance goals, and continuously improve their operations. 

3. Empowering a Flexible and Resilient Workforce 

Before ice, SCCU agents were limited to on-site operations. If agents were sick or unable to come into the office due to weather conditions, they had no way to work remotely. This led to reduced staffing levels, increased pressure on in-office agents, and longer wait times for members as some calls went unanswered. 

As a cloud-based solution, ice enabled SCCU agents to work remotely, ensuring smooth business operations, especially during the COVID-19 pandemic. Since adopting ice, Sunshine Coast Credit Union has been able to implement a hybrid work model, giving agents the flexibility to work from home when needed. The flexibility of working from home not only improved business continuity but also contributed to a better work-life balance, leading to higher staff retention and increased agent productivity. 

What is a cloud contact center? 

A cloud contact center operates over the internet rather than relying on on-premises hardware. By leveraging cloud technology, contact centers can operate anywhere, allowing teams to connect with customers and manage interactions from any location.

Benefits of a cloud contact center: 

• Cost savings: Reduce hardware and maintenance costs by eliminating on-site equipment and IT overhead. 
• Scalability and flexibility: Easily scale operations up or down to match demand without the need for extensive infrastructure changes. 
• Remote accessibility: Agents can work from anywhere, promoting remote work opportunities and improving workforce flexibility. 
• Faster deployment: Setup is quicker compared to traditional systems, enabling faster implementation and updates. 

Explore Further  

Click here to access the full case study and see firsthand how Sunshine Coast Credit Union transformed their contact center operations with ice.  

Looking to optimize your own contact center – whether by improving agent response times, streamlining reporting, or enhancing overall efficiency? Connect with a ComputerTalk expert today and explore how we can help elevate your customer experience!