American Eagle FCU Honored for Innovation

EAST HARTFORD, Conn. – American Eagle Federal Credit Union’s Member Contact Center has received a Silver Connecticut Quality Improvement Award (CQIA) Innovation Prize for creative and exceptional service. This marks the second time in two years American Eagle has received an Innovation Award. The CQIA Partnership, which recognizes Excellence in Connecticut organizations, received 114 CQIA Innovation Prize applications, which were judged by 15 CQIA examiners. “CQIA Innovation Prize award winners embody the critical intellect that is the foundation of Connecticut’s long-term growth. The award recognizes Connecticut manufacturing and service companies that excel in quality improvements for business success and growth,” said CQIA Partnership Founder/Executive Director Sheila Carmine. The Member Contact Center was created in mid 2004 to exclusively support members over the telephone and has proven to be a valuable asset to the credit union. To keep its finger on the pulse of member satisfaction American Eagle FCU conducts an annual member survey and a monthly secret shopper program. This year’s member survey results reflected the credit union’s highest overall satisfaction rating ever and a significant increase in satisfaction with communications. In addition, secret shopper results indicated a 96.8% satisfaction rate. “There are a total of six Contact Center representatives, who together average about 300 calls a day. Each one of our representatives has gone above and beyond the call of duty, giving specialized support to our members,” said American Eagle FCU Member Contact Center Manager Mari Gadlin.