Conversion Support Contact Center

Take the stress out of answering member calls during a core or service provider conversion with the Conversion Support Contact Center. Our team’s top priority during your upgrade is ensuring proper communication, both with your members and with your credit union.

“The Conversion Support Contact Center was a very good idea; if we had to take all these calls we would have been in the office very late.”

Cathy Merrill
CEO
Dowagiac Area FCU

What you can expect

Our team will field as many calls on live day as possible with the goal of alleviating stress on your staff and serving your members. Our Solutions Specialists each answer 8 – 10 calls per hour on average, and will also return voicemails left by your members.

You will be provided a call report and volumes at the end of each day, and receive a post-conversion final report and summary

What you get with the Conversion Support Contact Center

  • Provide you with a dedicated toll-free number that you can distribute to your members ahead of the conversion—this helps prevent all of your branch lines from being used
  • Follow your policy manual in all member interactions and transactions
  • Properly identify your members—per your policy—before releasing information or processing transactions via any communication method
  • Assist members with basic It’s Me 247 and CU*Talk access such as setting up a username & password
  • Complete PIN and challenge question resets for both It’s Me 247 and CU*Talk
  • Common member service requests such as but not limited to:
    • balance information
    • cleared check information (if available)
    • transfer of funds
    • loan history (if available)
    • updating contact information
  • Provide branch hours

 

Updated
April 4, 2017