The $167 million Arsenal Credit Union in Arnold, Mo., said it is now using new management software for its call center in an effort to lower the abandon rate and improve member service.
The 21,800-member ACU is using the ContactCenter Management System from Financial Management Solutions Inc. of Atlanta. The software uses forecasted call volumes to schedule member service agents.
ACU already had been using FMSI's teller management system and "we are confident CMS will help us achieve our call center goals, such as lowering the abandon rate and answering 90% of the calls within three rings or 15 seconds," said Angela Ellis, the St. Louis area credit union's vice president of consumer services.
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