Digital Dialogue, a PSCU Financial Services company that provides 24/7 financial call center operations and software solutions for credit unions across the nation, has announced that in the month of July 2008, the company has achieved record call volume. The company has registered a high call center activity marked by 211,167 incoming calls in the month, which is 65 percent more than the number of calls last year, something that implies that a responsive and round the clock total member care is needed and demanded by the credit unions.

 

In the month of May 2008 also Digital Dialogue had received a record number of calls with 171,722 calls. Digital Dialogue maintains to answer 87 to 90 percent incoming calls immediately, which is more than the industry standard for call centers, the number of incoming calls being answered immediately being 80 percent.

 

Bonny Godtland, president at St. Paul Federal Credit Union said that Digital Dialogue, which is known as a leader in providing 24/7 call center operations, was the clear winner in due diligence process of the credit union.

 

Godtland noted that Digital Dialogue provides the credit union with a 24/7 call center to manage its members calls for less than it would cost to hire and train two full time employees, as it is important for the credit union to be available to its members at all hours of the day and night without incurring additional expenses.

 

Digital Dialogue offers its customers the call center tools necessary for reducing average talk time and abandonment rate, while it enhances their service levels and single call resolution rate. The CUScripter by the company provides an elaborated script to the call center agents to follow apart from necessary customer information. Digital Dialogue also provides automated lending, indirect lending, automated decisioning and new member enrollment solutions to its customers, apart from the call center solutions.

Peter Schmitt, president of Digital Dialogue commented that record call volume growth of the company is a testament to the changing needs of today’s credit union members, as they demand 24/7 account access, and successful credit unions know that the key to staying ahead of the competition begins with offering around-the-clock contact.

 

Schmitt added that Digital Dialogue offers technology that enables the credit union to improve member service levels and ultimately make members promoters within their community.

 

The credit unions being served by Digital Dialogue have assets ranging from $5 million to more than $6 billion, and the products developed by the company comprising of call center scripting solutions, custom loan applications feature a consistent user interface.

 

The call center outlet of Financial Service Centers Cooperative's, which is the highest volume outlet in FSCC's shared branch network, is also being managed by Digital Dialogue. To know more about the company, please visit www.digital-dialogue.com.