LAS VEGAS – As part of its ongoing shakeup in customer service, CUNA Mutual Group intends to reduce the number of national call centers from 38 down to an undetermined level based on new operating procedures, according to CUNA Mutual President/CEO Jeff Post.
During a press briefing at CMG's annual Discovery conference, Post said a three-year service "improvement plan" will involve moving call center operations from the product areas into a new Customer Operations Unit with a benefit being more consistent service.
"This is about delivering a better experience to the customer, through more efficient, operation and use of new technology," Post said.
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The company, in early May, announced that it was building a new Customer Operations Center in Fort Worth, Texas capable of handling 700 employees. The new facility, expected to be partially operational in the fourth quarter, will pilot new technology and work processes, said Post.
The company's Collateral Protection Insurance customer service will be transitioned to the new center first. Initially, Customer Service Operations will operate temporarily in existing space in the Fort Worth CentrePort Business Park. CMG said it would begin construction shortly on a permanent, 105,000 square-foot facility that should be completed in spring of 2007.
A CMG spokesman said the Collateral Protection Insurance product currently has 11 customer service centers around the country. "There will be 11 fewer centers by the end of the year or early in 2007 when the work from those 11 centers is transitioned to CUNA Mutual's new Customer Operations Center in Fort Worth," said a spokesman.
Also at the press briefing and during an "executive dialogue" session, Post said CMG's overall restructuring has meant improved investment performance for the firm applauding work done by David Marks, CMG's chief investment officer.
"Investment income has increased by 90 basis points over the past nine months," declared Post. That percentage increase, he said, translates into investment income for the organization of $25 million at the end of 2006, which "is good news for the company and credit unions."
He attributed the record to skilled personnel brought in by Marks' team. Marks is a former executive vice president in charge of insurance and investments at Citigroup in New York. [email protected]
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