Credit Union Phone Systems Leave a lot to be Desired

I just wanted to echo Mike Welch’s comments about credit union telephone systems in his April 6 column, “Time for a Potpourri Look Around the CU World”. I remember talking to the CEO of a large credit union and complimenting him on the fact the credit union’s general number was answered by – gasp! – a human with a pulse. He laughed, and said he always ran into such trouble trying to phone other CEOs when he didn’t have their private number that he swore he would never turn his credit union phones over to an automated system. I firmly believe credit unions should consider the following to make it easier on all of us trying to make contact: 1. List on their Web site the direct phone numbers for key staff. 2. Every credit union employee with voicemail should be required to update their message every morning. There’s is nothing like leaving two messages two days apart, then on day three finally reaching someone who explains, “Oh, I was out of town last week.” 3. All phone and e-mail messages be returned within 24 hours, preferably sooner. I also applaud his point about people who race through their call back number as though there were a prize for leaving the most rapid message. Eileen Courter Credit Union Times Correspondent Sun City Center, Fla. (Editor’s Note: Credit Union Times typically doesn’t run letters from its own writers, but Courter’s letter echoes the feelings of most here and also previews an upcoming article she will write on this topic.)