Delta Community Credit Union - KnoahSoft

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Just a few years ago, Delta Community Credit Union had 11 Contact Center agents on staff. Approximately 45,000 first tie
Case Study

Delta Community Credit Union Leading credit union triples QA sample size with same time and staff using Harmony workforce optimization.

The Company Delta Community Credit Union is Georgia’s largest credit union serving over 275,000 members. It was founded in 1940 and today serves the entire metro Atlanta area, including residents of the 11 surrounding counties and employees of top businesses, such as Delta Air Lines, Chick-fil-A, UPS and Racetrac. Delta Community is a state-chartered credit union organized under the Georgia Department of Banking and Finance, and its deposit accounts are federally insured through the National Credit Union Share Insurance Fund. It chooses to operate as a not-for-profit credit union so it can give back earnings to its members and their local communities. Unlike a for-profit bank, Delta Community is owned by its members, not individual or institutional investors. Customers become member-owners when they open and maintain an account.

The Challenge Just a few years ago, Delta Community Credit Union had 11 Contact Center agents on staff. Approximately 45,000 first tier calls per month were handled by an outsourced partner. At that time, the Delta Community team would serve as second tier or escalation level. In 2010, the credit union began exploring options for bringing the whole Contact Center operation in-house. The Credit Union was performing quality assurance but did not have sufficient recording software. Agents were using devices that were not to the quality needed, recording six hours of calls at a time. With this process, each call could take 45 minutes to an hour to QA, so Delta Community QA auditors were able to assist with a minimal amount of calls per day. The process was not efficient for the amount of calls they were receiving. The QA process should ensure people are doing things correctly from a compliance and regulatory standpoint but also to make sure the Contact Center is growing, improving, and moving toward delivering a kind of world-class call experience. Delta Community Credit Union needed call recording technology to help them provide the service experience they wanted to for members and prospective members.

Industry Financial Services

Company Delta Community Credit Union

Solution 140 seats of KnoahSoft Harmony call recording, quality assurance, and coaching.

The Results •

Tripled monthly QA sample size with same time and staff



Expanded recording capabilities to five departments across the enterprise



Recognized by independent research as a world-class call center in financial services and contact center industries.

“In an independent survey of its membership, Delta Community set the bar for five of eight categories, exceeding its industry standards. The results of the study identified Delta Community as a world-class call center operation in both the financial services and contact center industries.“

The Solution Once the decision was made, Delta Community looked at all of the solutions in the market that might meet their needs. They considered Interactive Intelligence, Nice, Verint and KnoahSoft™. Each vendor was invited in to demonstrate their solution and make a proposal. Delta Community chose KnoahSoft for many reasons, including solutions for recording, overall functionality and price. Delta Community was also sold on KnoahSoft’s customercentric culture. Ultimately, Delta Community implemented 140 seats of KnoahSoft Harmony call recording, quality assurance, and coaching. Everyone across the Credit Union who has telephone channel customer contact leverages the recording capabilities of Harmony.

The Results Delta Community has realized some tremendous results from implementing KnoahSoft Harmony in its Contact Center and across its other telephone customer-facing employees. Agents and other users are pleased with the ease of use of the system and members are having a better experience as a result of the feedback supervisors are able to provide to agents due to the enhanced QA and coaching capabilities. With KnoahSoft Harmony, Delta Community has been able to triple its QA sample size monitoring 500 calls per month. The Credit Union went from just monitoring Contact Center calls to monitoring enterprise calls across five other departments - Card Services, eBusiness, Consumer Lending, Recovery Services and Back Office tellers - without increasing its QA team. Using Harmony, Delta Community has matured its entire model of recording, monitoring and coaching. To deliver a world-class member experience, they designed a process to script the beginning and end of calls with guidelines for everything in between. The objective is to provide the best experience possible, while being true to the Delta Community brand. Sophisticated scorecards within the KnoahSoft Harmony system measure the process quality of the call - are agents opening and closing properly and doing the right things along the way? It also measures the soft aspects of the call - did the agent affect the member’s mood in a positive way? In an independent survey of its membership, Delta Community set the bar for five of eight categories, exceeding its industry standards. The results of the study identified Delta Community as a world-class Call Center operation in both the financial services and contact center industries.

Learn more about how KnoahSoft can help you with your VoIP call recording, quality and performance management needs at knoahsoft.com.

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[email protected] knoahsoft.com 325 E Warm Springs Rd Suite 103 Las Vegas, NV 89119

Knoahsoft offers workforce optimization solutions that give contact centers enterpriselevel interaction recording; quality, performance and workforce management; and analytics functionality at an affordable price. The Harmony suite is a secure webbased platform that is seamlessly integrated from end to end to give users the ultimate in flexibility, scalability and ease of use. With the invaluable insight into multi-channel interactions gleaned from Harmony, users can increase productivity, enhance customer satisfaction, improve workflow and ensure compliance. Learn more at knoahsoft.com.

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