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

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Aug 31, 2020

Asterisk Intelligence unveils online & mobile banking dashboard

Asterisk Intelligence, a data analytics team providing business intelligence consulting, fulfillment, and educational services to credit unions, recently released a new operational dashboard proving insights into online and mobile banking channels within CU*BASE®, CU*Answers’ core data processing application. The online and mobile banking dashboard provides enhanced insights into digital channel utilization by credit union members. […]

Aug 28, 2020

Proving Data Strategies: Analyzing Non-Interest Income

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Non-interest income is an essential factor to evaluate when studying the credit union’s income streams and the impact of policy changes.  What is the trend on total income for each source of non-interest income?  Is any source yielding less than normal and is that expected?  How have recent fee waiver policy (or configuration) changes impacted… Read more »

Aug 26, 2020

Asterisk Intelligence unveils lending opportunities dashboard

Asterisk Intelligence, a data analytics team at CU*Answers, which provides business intelligence consulting, fulfillment, and educational services to credit unions, recently released a new lending opportunities dashboard within CU*BASE, CU*Answers’ core data processing application. The lending opportunities dashboard leverages operational data such as members’ product and service participation, credit bureau information, and individual account characteristics, […]

Aug 24, 2020

Don’t Miss This Week’s Proving Data Strategies: Analyzing Membership Growth and Composition

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Evaluating the trends of membership growth, plus demographics and composition of memberships gained and lost can provide a well-rounded understanding of your membership base, both recently and historically.  What is my rate of net membership growth (or loss)?  Am I gaining more organizational memberships?  Am I gaining more members in certain age groups?  How long… Read more »

Aug 17, 2020

Proving Data Strategies: Analyzing Membership Growth and Composition

Proving Data Strategies: Analyzing Membership Growth and Composition

Evaluating the trends of membership growth, plus demographics and composition of memberships gained and lost can provide a well-rounded understanding of your membership base, both recently and historically.  What is my rate of net membership growth (or loss)?  Am I gaining more organizational memberships?  Am I gaining more members in certain age groups?  How long… Read more »

Aug 12, 2020

Analytics Booth surpasses 1,400 days of operational history

Asterisk Intelligence, a data analytics team at CU*Answers, which provides business intelligence consulting, fulfillment, and educational services to credit unions, recently surpassed 1,400 days of operational tracking available in Analytics Booth, a web-based operational trending and analysis toolkit. Analytics Booth tracks and trends credit union operations, portfolio performance, and membership trends daily, providing credit union […]

Jul 29, 2020

Don’t Miss This Week’s Proving Data Strategies: Locating Lending Opportunities

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Managing and responsibly growing our loan portfolios is one priority which most of us can relate on.  Looking internally at our existing membership for opportunities can often times yield the best ROI, driven by leveraging our existing relationship and established trust with the member, increased availability of historical financial performance of the member, and an… Read more »

Jul 28, 2020

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Managing and responsibly growing our loan portfolios is one priority which most of us can relate on.  Looking internally at our existing membership for opportunities can often times yield the best ROI, driven by leveraging our existing relationship and established trust with the member, increased availability of historical financial performance of the member, and an… Read more »

Jul 23, 2020

Join the Asterisk Intelligence Team for a Release Review!

Join the Asterisk Intelligence Team for a Release Review!

Asterisk Intelligence Release Review: Data Strategies Join the CU*Answers Asterisk Intelligence Team as they review database changes implemented with the 20.07 CU*BASE release.  Hear our take on new dashboards released and learn about the value they can add to your organization. Review database changes, impacts to your Ad Hoc reporting, as well as must-see new… Read more »

Jul 20, 2020