Phone Optics

Collect and Analyze NEW Data

Turn on a premium data set for call center managers and data analysts – Phone Support Optics!

Brought to you by the CU*Answers Asterisk Intelligence team, Phone Support 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

Phone Support 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*

Phone Support Optics Overview


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?

 

   

Sign up for Phone Optics Data Collection Today!


Order Phone Optics Data Collection

   

Sign up for Phone Support with Optics Today!


Order Phone Support with Optics


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

Updated
September 3, 2021

Meet the Analyst: Deriving Data Insights to Help Your Business Strategy

Meet the Analyst: Deriving Data Insights to Help Your Business Strategy

In order to become a more data-driven organization, you need a person or a team that ensures quality information can be used in a meaningful way throughout your entire business.  Meet the Analyst is your human resource for managing a range of data-driven functions, including overseeing data management, creating data strategies and improving data quality…. Read more »

May 20, 2022

Analyze Courtesy Pay Fees and Make Informed Decisions for Your Organization

Analyze Courtesy Pay Fees and Make Informed Decisions for Your Organization

Courtesy Pay fee programs have been a topic of national attention in 2022, with several national banks deciding to adjust their fee schedules, prompting many more financial institutions to start scrutinizing their own practices. How many of your members are currently using these services?  What types of transactions are causing these fees?  What would happen… Read more »

May 17, 2022

Asterisk Intelligence facilitates ‘Management Dashboard’ training to credit union leadership teams

Asterisk Intelligence, the data analytics and data warehousing team at CU*Answers, recently announced the completion of their annual management dashboard training event offered to credit union leadership teams. “CU*BASE, our credit union core processing application, contains over 110 management dashboards,” said Thomas Hull, Business Intelligence Analyst with Asterisk Intelligence. “With each dashboard designed to provide […]

May 11, 2022

Take Advantage of Analytics Booth – 90 Days FREE for New Users!

Take Advantage of Analytics Booth – 90 Days FREE for New Users!

We’re excited to offer a 90-day FREE trial of Analytics Booth for new users! With Analytics Booth, your credit union’s vitals are at your fingertips – track hundreds of data points across Balance, Member and Transaction data categories!  Customize alerts to be notified of key metrics and glean data from our 12 available dashboards.  Free… Read more »

May 6, 2022

Optics Data Zooms in on Member Engagement, Click-by-Click

Optics Data Zooms in on Member Engagement, Click-by-Click

With data collection for Online Banking Optics and Phone Optics, your credit union can have a more detailed analysis of your member base and the ways they are engaging with your organization.  Best of all, these data collection options are FREE to activate for Data Warehouse users! Online Banking Optics Data Collection With Online Banking… Read more »

May 5, 2022

Meet the Analyst: Deriving Data Insights to Help Your Business Strategy

Meet the Analyst: Deriving Data Insights to Help Your Business Strategy

In order to become a more data-driven organization, you need a person or a team that ensures quality information can be used in a meaningful way throughout your entire business.  Meet the Analyst is your human resource for managing a range of data-driven functions, including overseeing data management, creating data strategies and improving data quality…. Read more »

May 4, 2022

Frankenmuth Credit Union gets started with a data warehouse

Asterisk Intelligence, the data analytics and data warehousing team at CU*Answers, recently announced that Frankenmuth Credit Union (Frankenmuth, MI) has partnered with the data analytics consultants to establish a data warehouse with CU*Answers. “Turning on another data warehouse solution is always exciting and it’s a privilege to be working with another credit union who is […]

May 2, 2022

Asterisk Intelligence offers new NSF and Courtesy Pay fee program analysis

Asterisk Intelligence, the data analytics and data warehousing team at CU*Answers, recently announced it is offering a new service designed to address the growing interest in NSF and Courtesy Pay fee programs. “In 2022, we have seen a noticeable increase in credit unions looking to analyze and understand the performance of their NSF and Courtesy […]

Apr 28, 2022

Asterisk Intelligence Presents: Custom Queries and Training Opportunities

Asterisk Intelligence Presents: Custom Queries and Training Opportunities

Did you know?  The Asterisk Intelligence team can help build a query for custom reports or data mining insights for your credit union!  These query results will be provided as a database file in your QUERYxx CU*BASE library.  Training is also available upon request, so that you can run the query on your own in… Read more »

Apr 28, 2022