Newly deployed management software will help the $167 millionArsenal Credit Union in Arnold, Mo., lower the call abandon rateand improve member service in its contact center, the credit unionsaid.
The 21,800-member ACU is using the ContactCenter ManagementSystem from Financial Management Solutions Inc. of Atlanta. Thesoftware uses forecasted call volumes to schedule member serviceagents.
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 callswithin three rings or 15 seconds,” said Angela Ellis, the St. Louisarea credit union’s vice president of consumer services.
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