Anyone working in the contact center industry knows Customer Contact Week (CCW) to be the end-all, be-all event for customer experience, contact center and customer care professionals. That’s why we were thrilled to see Calabrio customer Idaho Central Credit Union (ICCU) named runner-up in the “Best in Class Contact Center, 100-199 seats” category in the 2019 CCW Excellence Awards, recently announced at the event in Las Vegas.
When ICCU—the number-one performing credit union in the U.S. for the last five years according to S&P Global—selected Calabrio in 2018 to power its workforce optimization (WFO) initiative, we were excited. And we’re proud of the work we’ve done together since then to continually improve the interactions Idaho Central’s 340,000 members have with its customer service team. ICCU takes a fresh, unique approach to customer service, and it shows.
Let’s take a look at a few things Idaho Central Credit Union does differently to make it a best-in-class contact center.
Unlike typical banking centers, Idaho Central Credit Union places a huge emphasis on empowerment and engagement to inspire better performance from its agents, powering many of their strategies with the help of Calabrio.
These efforts pay off. Idaho Central Credit Union’s 130-agent contact center team responds to 10,000-12,000 chats and email per month, on top of the 70,000-80,000 calls per month they handle. And more than half of the agents maintain perfect attendance records, to boot!
Since Idaho Central Credit Union’s main purpose is to help members achieve financial success, it approaches everything it does with an unequivocal, organizational decision-making hierarchy: always put members first.
As a premier credit union that manages more than $4 billion in assets; maintains a consistent, 20 percent annual growth rate; and has been named the ‘Best Place to Work in Idaho’ for large companies for five years in a row, it’s clear Idaho Central Credit Union knows what it takes to keep its customers and employees happy.
We’re thrilled to be a part of it.
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