Through the personal touch of contact center services, all types of businesses engage and converse with their customers directly to improve their long-term relationship. Since the financial services industry is a crucial supporter of the economy, providing quality customer service for this sector is especially important to keep consumer spending high. For credit unions, one of the best ways to connect with customers and generate lending activity is to utilize contact center outsourcing, according to Credit Union Times. When financial service providers keep their phone lines open and have outsourced workers available to speak to customers 24/7, consumers are more likely to give them repeat business.
“For client credit unions, outsourced call center services can be a primary conduit for their members to secure auto loans and mortgages as well as conduct other lending and transaction services,” Mark Chatfield, chief operating officer at CO-OP Member Center, said in Credit Union Times.
Keep business operations running after hours
When credit unions are focused on growing their organization, they often do not have enough resources to fully provide customer service or support. Within their day-to-day operations, in-house employees may not have time to speak about loans in depth with every customer who calls in. Rather than turning customers away because of a lack of time or support resources, credit unions can employ outsourced contact center employees to answer questions and give valuable information.
“In many ways, call centers give credit unions a big advantage over competitors,” Chatfield said. “Call centers make it easier for credit unions to offer lending and marketing operations as well as other services 24/7, while maintaining a higher standard of service during off hours. After hours is the prime shopping time for credit union members, especially when buying a car.”
Personalize credit union calls with outsourced contact centers
As callers dial in to ask about loans for a car or a house, credit unions have the opportunity to turn leads into customers through personable interaction with a contact center member. Businesses that choose to outsource their customer service department do not have to pay for high labor costs associated with maintaining an in-house call staff. Outsourced teams are trained to speak to callers in a professional and courteous manner, which makes them more likely to raise revenue for companies by tailoring interaction with customers to properly address their needs. As more consumers will be switching to mobile devices to find, research and call about their purchases and loans, credit unions should be ready to answer.