PSCU Financial Services is offering two new white papers on call centers and online and mobile banking services for credit unions.
The first - "Using Online Tools and Services to Attract and Retain Members" - includes the experience of the $1.6 billion Texas Dow Employees CU in Lake Jackson, Texas, and the $371 million Visterra CU in Moreno Valley, Calif.
Both said they saw increases in deposits, loans and other services driven by online access through their websites, Facebook, Twitter and other social media tools aimed at attracting Gen Yers.
The second paper focuses on cost and service advantages of outsourcing call center services. Best practices for a vendor search are advised, such as looking at single-call resolution and abandoned call rates and ensuring that customizable scripts that can be changed in real time are included.