Contact Center for Credit Unions: 3 Ways ComputerTalk Improved SCCU’s Operations

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 discover how ice supported SCCU’s transition to a more efficient contact center and the challenges it solved. 

1. Improved first-contact resolution   

Before implementing ComputerTalk’s ice solution, calls were assigned to agents based only on their availability rather than considering their skills and experience levels. The absence of a structured queue system resulted in members being transferred to multiple agents and undue stress on the agents.  

Since transitioning to ice, SCCU has implemented skills-based routing, meaning that agents are assigned to a queue based on their knowledge or skills, ensuring that callers are routed to the most suitable agent. This has reduced the number of times members are transferred to different agents, leading to higher member satisfaction. 

2. Elevated decision-making  

Previously, SCCU supervisors had to manually enter the data they gathered after each interaction into Microsoft Excel, which was time-consuming and prone to human error.  

Now with ice Contact Center, supervisors can access data related to call volumes and member wait times, and pull reports via the iceReporting interface, eliminating the need for supervisors to manually input the data they need to make strategic decisions related to the contact center’s operations.  

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. 

3. Enhanced flexibility 

SCCU agents were restricted to on-site operations; if agents were sick or unable to come into the office due to weather conditions, they were not able to work from home. This meant that there were fewer agents available to handle call volumes, causing increased stress for those in the office and prolonged member wait times 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. After adopting ice, Sunshine Coast Credit Union has been able to operate with a hybrid work model. The flexibility of working from home allows agents to create a more balanced work-life schedule, leading to an increase in staff retention, and bolstering agent productivity. 

Explore further 

Click here to access the full case study and learn more about Sunshine Coast Credit Union’s story.