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

Dealing with and Documenting Recent Unemployment Frauds – Video Recording

Dealing with and Documenting Recent Unemployment Frauds – Video Recording

In light of the recent spike in members who have received fraudulent unemployment claims generated by a Nigerian crime ring, it is becoming increasingly important to begin recording these events, for several reasons.  One reason is that it allows for management to evaluate the potential reputation risk this activity might have on your financial institution. … Read more »

Jun 18, 2020

Don’t Miss This Week’s Proving Data Strategies: Researching Branch Traffic

Don’t Miss This Week’s Proving Data Strategies: Researching Branch Traffic

What is the busiest time of day, per branch?  What were my staffing levels at those times? How many people are coming to me for shared branching support?  How has the timing and volume of member visits changed during the COVID-19 response?  What portion of my membership is coming to a branch each month, historically… Read more »

Jun 8, 2020

Proving Data Strategies: Researching Branch Traffic

Proving Data Strategies: Researching Branch Traffic

What is the busiest time of day, per branch?  What were my staffing levels at those times? How many people are coming to me for shared branching support?  How has the timing and volume of member visits changed during the COVID-19 response?  What portion of my membership is coming to a branch each month, historically… Read more »

Jun 1, 2020

Proving Data Strategies: Researching Branch Traffic

Proving Data Strategies: Researching Branch Traffic

What is the busiest time of day, per branch?  What were my staffing levels at those times? How many people are coming to me for shared branching support?  How has the timing and volume of member visits changed during the COVID-19 response?  What portion of my membership is coming to a branch each month, historically… Read more »

May 22, 2020

Don’t Miss This Week’s Proving Data Strategies: Analyzing Loan Applications

Don’t Miss This Week’s Proving Data Strategies: Analyzing Loan Applications

How many applications does it take to book a loan?  What is the credit quality of recent applications?  How has COVID-19 affected the number or amount of applications I am receiving?  Who is the most productive underwriter?  The least?  Which branch is booking the most loans?  The least?  What age groups are applying for the… Read more »

May 18, 2020

Proving Data Strategies: Analyzing Loan Applications

Proving Data Strategies: Analyzing Loan Applications

How many applications does it take to book a loan?  What is the credit quality of recent applications?  How has COVID-19 affected the number or amount of applications I am receiving?  Who is the most productive underwriter?  The least?  Which branch is booking the most loans?  The least?  What age groups are applying for the… Read more »

May 13, 2020

Quick Tip for Report Writers: Members Who Don’t Use Online Banking

Quick Tip for Report Writers: Members Who Don’t Use Online Banking

Greetings from the Asterisk Intelligence Team!  Today’s tips are for our fellow query users who are tasked with projects to pull lists of members who are not online banking users.  Annalyn from the Asterisk Intelligence Team has a new blog post sharing thoughts and tips that will help you get this done. Read More on… Read more »

May 7, 2020

Don’t Miss This Week’s Proving Data Strategies: Analyzing Loan Payoffs, Average Term, and Yield

Don’t Miss This Week’s Proving Data Strategies: Analyzing Loan Payoffs, Average Term, and Yield

How many of your loans paid off last month?  How many of those loans were at full term, versus early payoffs?  Tracking loan payoffs, terms, and yields can provide a wealth of information and insights into the health of your loan portfolio as well as enhancing budgeting and corporate planning initiatives.  Follow along with our… Read more »

May 4, 2020

Proving Data Strategies: Analyzing Loan Payoffs, Average Term, and Yield

Proving Data Strategies: Analyzing Loan Payoffs, Average Term, and Yield

How many of your loans paid off last month?  How many of those loans were at full term, versus early payoffs?  Tracking loan payoffs, terms, and yields can provide a wealth of information and insights into the health of your loan portfolio as well as enhancing budgeting and corporate planning initiatives.  Follow along with our… Read more »

Apr 30, 2020