Call Centers in the Digital World
From their beginning, call centers have traditionally been associated with ringing phones, taking messages and passing them on. But today’s call centers have evolved to become substantial contributors to credit unions’ value proposition of service, convenience and trust.
Call centers in 2013 play an important role in the present and future operation of credit unions and for the credit union industry. In a world where direct human contact seems to be losing ground to email, voice mail and texting, the sound of a real human voice can be a significant business asset when a member calls for help or wants to conduct a transaction such as buying a car.
Call centers can also establish a platform for outbound calling to reach out to members to market special promotions, sales programs or simply to say “thank you” for their business. This can enhance the personal touch that attracts and keeps members.