Idaho Central Credit Union: A “2019 Best in Class Contact Center” Runner Up
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.
Continuously Improves Contact Center Agent Engagement and Performance
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.
- ICCU rewards top agents by letting them select their own schedules.
- Agents are empowered to make on-the-spot, real-time decisions—such as giving an overdraft refund without first obtaining manager approval—without being penalized for it on their individual performance scorecards.
- ICCU invites agent representatives from each team to weigh in on important decisions, such as adherence goals, uses of gamification, scheduling policies, new program rollouts, etc.
- The credit union has constructed a new building to house a state-of-the-art contact center and IT operations. Designed to be motivational and functional, the new contact center was intentionally designed around how agents connect with each other—for instance, in addition to break rooms and 1×1 rooms, the space will include a game room and designated “Crock-Pot area.”
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!
Always Puts Its Credit Union Members First
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.
- Contact center leaders review the credit union’s Net Promoter Score (NPS) on a daily basis; they also review anecdotal feedback—both good and bad—from current and past members. Leaders then take action to make the customer experience better—even if scores are already stellar. That’s one of the main reasons ICCU’s contact center can maintain a lofty goal of hitting an NPS score of 82 or greater.
- ICCU boasts an Average Speed of Answer (ASA) goal of 15 seconds, but—unlike many other financial institutions—it doesn’t utilize interactive voice response (IVR) systems to make it happen. That’s because ICCU’s CEO wants members to talk to people, not a machine, just as if they had walked into a branch office to speak with someone in person. This stance could put a heavy load on contact centers unprepared for it, but ICCU isn’t one of them: instead, leaders review a Calabrio-powered report every hour to ensure credit union members can reach agents quickly, without needing IVR systems.
- To further ensure a positive customer experience, quality scores represent 50 percent of each agent’s individual performance scorecard. This focus on quality delivers invaluable ROI—leaders frequently hear how members love calling their contact center because they know their calls will be answered fast, and they’ll speak with a live person.
- ICCU invests in ongoing contact center team member education, with training topics generated from member feedback and quality observations by contact center managers. Every team member—including management—is required to complete each training course with a minimum passing score of 100 percent.
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.