Call Center Services Featured Article

FMSI Helps Tyndall Federal Credit Union Reduce Call Center Hold Times by 70 Percent

By Jennifer Russell
TMCnet Copy Editor

Since it began using the FMSI ContactCenter Management System (CMS) solution, call center hold times at Tyndall Federal Credit Union (FCU) of Panama City, Florida, have been reduced by 70 percent. To achieve desired service levels, CMS allows financial institutions to schedule agents based on forecasted call volumes, optimizing contact center staffing levels.

In a statement, Jocelyn Cassidy, regional branch manager for Tyndall FCU said, “Callers to Tyndall FCU used to experience hold times averaging five minutes but now our wait times have been reduced to just one minute and thirty seconds.”

With earlier attempts failing to yield the necessary improvements to wait times with tracking software from their phone system, Tyndall FCU sought help from FMSI. Seven months later, with wait times down to just 90 seconds, their goal of reducing wait times from five minutes to three minutes had been exceeded.

“Different members have different needs and thus use the credit union differently,” continued Cassidy. “The CMS solution from FMSI taught us how to anticipate and appropriately staff for those needs so that we could better service all of our members.”

In a Comparative Data Report that FMSI publishes monthly, a review of all of their client’s teller productivity and cost metrics is listed. Clients and industry routinely check out the report to evaluate and compare productivity rates against other banks and credit unions.

“Financial institutions’ ability to effectively evaluate the productivity rates of their staff and service levels are limited by the information they have on hand,” said W. Michael Scott, president of FMSI. “With more than 20 years of experience helping banks and credit unions improve the productivity of their staff, our solutions and benchmarking data help shine the light on the areas that need improved services and productivity.”