CU*Answers, a West Michigan-based credit union service organization, is dedicated to ensuring quality interactions with both credit union employees and members. The Organizational Resource Development Team works together with several client- and member-facing departments to monitor over 3.5% of the incoming calls each month. Together with each department manager, the team listens for professionalism and customer service excellence to be used constantly through each interaction. This client-owned CUSO is dedicated to ensuring quality not only in their products and services, but also in their daily interactions.
Over the last 18 months CU*Answers has reported each team reaching the 90th percentile for overall quality in their calls. Their internal departments are consistently striving for exceptional interactions as they represent CU*Answers and the credit unions they serve.