The call center at Xtend, Inc., a Grand Rapids, Michigan-based multi-owned cooperative CUSO, is in the process of handling the overflow inbound member service calls for a new credit union partner. Brillion, WI-based Best Advantage Credit Union ($65M in assets; 7K members) contracted the CUSO’s Xtension Contact Center to assist its staff following its recent core data processing conversion project.
On January 31st, BACU converted to the CU*BASE application suite from CU*Answers, Inc., and tapped on Xtend’s experience with similar conversions to help handle an increased volume of basic member service and online banking calls that typically accompanies a core system conversion. According to Xtend President Scott Collins, the project has been very successful. He says, “Our standard CU*BASE post-conversion engagement lasts from one to two weeks and helps both the credit union staff and the members during that period – the staff is able to ease into a powerful new set of member service tools and the members are educated on new self-service applications like online banking, mobile banking, bill payment and audio response. Our team of agents provides this same support for credit unions on a daily basis, so when Best Advantage asked us to assist with their overflow volumes we jumped at the chance. The credit union’s staff has been great to work with, and the feedback we have received from Tammy (BACU CEO Tammy Williams) and her leadership team has been very positive. I look forward to partnering with Best Advantage for many years to come.”
Julie Gessner, Manager of Communication Services for the CUSO, reports that BACU is looking to extend the service beyond the initial two-week engagement. “Our team has enjoyed working with the credit union staff and their members on a daily basis, and we will be very pleased if we earn the opportunity to continue providing member service,” says Gessner. “In any case, we are confident that we will be working with Tammy and her team on future inbound and outbound marketing support efforts.”