CU*NorthWest has expanded its call center by an additional 4 operators. Call center services offered by CU*NorthWest are in partnership with cuasterisk.com CUSO partner Xtend. Call center agents answer phone calls for credit unions and serve credit union members as an extension of credit union member service staff.

CU*NorthWest provides operators in Liberty Lake, Washington to further cover time zones of credit unions subscribing to the service and distribute the resources geographically. In addition to inbound phone service for credit union members, call center agents are available for outbound campaigns as well to support marketing or general membership communication.

Agents in the call center have access to the credit union core processing system (supplied by CU*NorthWest and CU*Answers). By leveraging a pool of agents across multiple credit union subscribers, but with a single core system, costs are kept low and capabilities can be expanded quickly. This approach gives an extraordinary level of service capability and allows call center agents more seamless integration into credit union operations. Xtend offers a number of enhanced services to include member cross sales and lending support which are producing outstanding results for participating credit unions.

Greg Smith, CEO of CU*NorthWest said, “we are excited to see this partnership growing with Xtend and believe that further expansion of credit union contact services will be essential for credit unions in the future. Credit unions need to be working multiple communication channels simultaneously to include chat, Skype and a host of other electronic channels. Xtend and CU*NorthWest are working to help on all fronts.”