Navy FCU implements call center staffing solution

VIENNA, Va. – Navy Federal Credit Union here has implemented a new workforce management solution to make sure call center agents are in the right place at the right time. Navy FCU has installed Pipkins’ Maxima Advantage workforce management software, designed to provide sophisticated forecasting and staff scheduling for Navy FCU’s 500 agents in its 10 call centers who field about 600,000 calls each month. Maxima Advantage replaces a manual system Navy FCU was using that was limited to scheduling static shifts and unable to handle fluctuating call volumes. “Navy Federal’s call centers have grown, credit union membership has increased to over two million, we’ve expanded our products and services, and now have two 24-hour facilities. We needed to better automate the process of scheduling our agents,” said Dee Kirby, Operations Call Center Analyst for Navy Federal. The software also provides an integrated solution for allocating staff to handle e-mail traffic the credit union receives through Navy Federal Online Account Access. Navy FCU receives 14,400 member e-mail inquiries each month. [email protected]