Arkansas FCU Reports Contact Center Upgrade Successes
JACKSONVILLE, Ark. - Arkansas Federal Credit Union says it has reduced member abandonment of calls to its contact center by two-thirds with its new communications management software from Apropos Technology. The $402 million CU handles an average of 35,000 such member contacts a month and says the Apropos system's multi-channel functionality, voice-mail self service and automatic callback options have helped reduce call abandonment from 15% to less than 5%. "By optimizing staffing and redesigning workflow within our contact center, our agents also are more productive, eliminating the need to hire additional ones," says Craig Savell, executive vice president at Arkansas FCU (www.afcu.org). Inbound call volume has increased by 17%, Savell says, but "Apropos has helped us control expenses while our agents have generated an additional $40 million in loans." Apropos Technology (www.apropos.com) is based in Oakbrook Terrace, Ill., and has systems in place with more than 300 clients worldwide, the company says. The credit union also is using the system's Web-chat and e-mail functionality.