Optics Phone Overview

Collect and Analyze NEW Data

Turn on a premium data set for call center managers and data analysts – Call Center Optics!

Brought to you by the CU*Answers Asterisk Intelligence team, Call Center Optics offers access to otherwise unavailable specifics of your call center staff’s activity within the Phone Operator tool

This data is for:

  1. Call Center Mangers
  2. Data Analysts
  3. Operations Officer

Call Center Optics automatically records the details of 41 various actions that your call center staff performs in the Phone Operator tool. Actions taken to support a member are a window into the needs of the member and the required efforts of your staff.

Prerequisite: *Data Warehouse is required*

 


ANALYZE PHONE SUPPORT OPERATIONS

Review employee usage of the Phone Operator tool to look for potential areas where training or operational adjustments may be required.

Are my staff taking too many steps to handle password or PIN resets?
How much time is being spent reviewing account histories compared to other support functions?

UNDERSTAND THE MEMBER WHO CALLS

Develop a deeper understanding of who is picking up the phone to call you, and study the objective data on
why they are calling – even if no transaction is recorded.

How many loan payoff requests are coming in via phone?
Which members are repeatedly calling for just a transaction history recap? How many and how often?

NON-TRANSACTIONAL DATA ANALYSIS

Non-Transactional Data Analysis =

Working with supplemental or indirectly
available data that provides context, color,
or explanation to the standard “necessary”
data we record from execution of normal
transactions and maintenance in the system.

Analyze data from call center staff’s navigational actions which serve as a window of objective data telling us what operational steps and member services were necessary to handle phone support inquires.

How many calls are only for a quick inquiry – loan payoff requests?
Does the navigational data confirm traditional wrap-up code or tracker reporting we’re already doing?

 


Web: asteriskintelligence.com
Email: ai@cuanswers.com
Phone: 800-327-3478 x870

Updated
October 23, 2020

Asterisk Intelligence completes multiple post-conversion trainings on dashboard tools of CU*BASE®

Asterisk Intelligence, a data analytics team at CU*Answers, recently completed a successful round of tool and strategy training sessions with four recently converted credit unions to the CU*Answers core processing system, CU*BASE. The standard post-conversion training sessions focus on educating credit union staff on the robust dashboard toolset of CU*BASE. The sessions typically take place […]

Mar 18, 2019

Don’t Miss This Week’s Dashboard Dive: Portfolio Analysis – EFT Usage

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Jump into a Dashboard Dive: Portfolio Analysis – EFT Usage

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Mar 7, 2019

Don’t Miss This Week’s Dashboard Dive: Loan Productivity Analysis

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Mar 5, 2019

Jump into a Dashboard Dive: Loan Productivity Analysis

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Join the Asterisk Intelligence Team for a Dashboard Dive! Join the Asterisk Intelligence team as they review CU*BASE tool #1670, the Loan Productivity Analysis Dashboard.  Have you been looking for a way to better track your loan originations; loans opened by employee, by branch, or loan type?  Learn how this dashboard can be used for… Read more »

Mar 1, 2019

Don’t Forget, the AB_19.02 Analytics Booth Release Arrives Monday!

Don’t Forget, the AB_19.02 Analytics Booth Release Arrives Monday!

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Feb 22, 2019

Make Your Data Clear and Compelling with Visual Analytics Tools!

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Feb 22, 2019

There’s Still Time to Join Us for Asterisk Intelligence Week!

There’s Still Time to Join Us for Asterisk Intelligence Week!

There’s still time to join our Asterisk Intelligence Week webinars!  If you were not able to participate in our on-site events earlier this week, take a look at the courses coming up on Thursday.  We will discuss Analytics Booth, Data Warehouse and Data Management solutions, and will explore the value these can bring to you… Read more »

Feb 20, 2019

Design Your Own Database Solutions with Unique Data Management!

Design Your Own Database Solutions with Unique Data Management!

Unique Data Management (UDM) custom fields is a design-your-own-database solution for customized data points!  Use UDM fields to expand the collection of information you and your staff know about a member and the products they use.  Want to learn best practices for configuring custom fields in CU*BASE, or looking for tips on generating and custom field… Read more »

Feb 19, 2019