PSCU, the nation’s premier credit union service organization (CUSO), has announced that 23 additional credit unions throughout the United States contracted with the CUSO for Total Member CareTM (TMC) contact center support services in 2018. The credit unions range in size from under 10,000 members to upwards of 300,000. Cumulatively, they represent nearly 1.8 million accounts and over $20 billion in assets.
PSCU’s TMC 24/7/365 contact center representatives serve as an extension of the credit union’s unique voice and brand, and deliver a wide scope of member service capabilities. Through established integration with eight widely used core processors, PSCU can quickly and efficiently service member account inquiries, reset passwords, provide card and lending support and more.
Additionally, PSCU has made significant investments in call center fraud mitigation technology that protect Owners and their members from the potential financial and reputational damage associated with fraudulent activity.
Specific reasons cited by Owners for partnering with PSCU for contact center support include:
- Reducing the resource management challenge related with supervising and servicing fluctuating call volumes
- Enabling internal resources to focus more on in-depth member servicing requests
- Peace of mind associated with the partnership with a business continuity provider that is integrated into the credit union’s core system and can field member inquiries during a disaster (such as a hurricane, wildfire, etc.)
- Facilitating increased employee engagement by providing credit unions the opportunity to offload call volume for in-house staff to participate in meetings, training and credit union events
- Eliminating financial investments in agent recruitment and costs associated with keeping call center technology current
Credit unions can choose the model that best fits their needs. Through the full service model, PSCU handles all member calls on a 24/7/365 basis. Overflow services enable Owners to route call volume to PSCU when it exceeds their own service capacities, while after-hours service seamlessly directs calls to PSCU at night or on weekends. Annually, PSCU’s contact center handles over 19 million inquiries.
“We are delighted these 23 credit unions have trusted PSCU to act as an extension of their internal teams. From answering phone calls on their behalf regularly to helping them maintain their member services during business interruption events, we are proud to partner with these credit unions when and where they need us,” said Scott Wagner, EVP and Chief Revenue Officer at PSCU. “The personal touch of a trained and empowered PSCU TMC contact center representative is the best ambassador for a credit union’s promise of service and value. We view the call center as a crucial touchpoint and opportunity to build brand loyalty on behalf of our Owners, as well as assisting in increasing the credit union’s employee engagement.”
After Hurricane Harvey in 2017, First Service Credit Union (Houston, Texas) determined it needed a contact center partner that was integrated into its core data processor and could handle member service call volume if the credit union was unable to do so, due to a future natural disaster or unforeseen circumstances.
“We quickly worked with PSCU to implement the company’s TMC offering for our members in the aftermath of the storm. We were immediately impressed with PSCU’s staff and their knowledge and willingness to assist our credit union with overflow and after-hours services,” said Ricardo Mejia, Vice President of Centralized Services at First Service Credit Union. “By partnering with PSCU’s TMC contact centers, our associates now have the time to participate in employee meetings and events, as well as engage in training and development, which is key to high employee engagement.”
Michigan Educational Credit Union (Plymouth, Mich.) chose to partner with PSCU for contact center member services to leverage staff resources.
“Our credit union does not have an in-house contact center. When the branches are closed, our members are unable to receive the full line of services they want and need,” said Jeff Cusmano, VP, Michigan Educational Credit Union. “We are enlisting PSCU’s TMC for extended hours to improve the member experience and elevate our service offerings. As a longtime user of PSCU’s payment’s offerings, we are extremely happy with the contact center support provided for cards and look forward to extending our partnership to handle a larger suite of member service inquiries.”
