CUSO Call Center Reaches Milestone

For the first time since it deployed its Xtension Call Center business unit, Xtend, Inc., a Grand Rapids, Michigan-based multi-owned cooperative CUSO, agents provided inbound member call support for three simultaneous credit union data processing conversions. Each project lasted from October 1st through October 15th and helped contribute to the record number of inbound calls that were handled by Xtension agents during any previous two-week period.

“To say that this was a major accomplishment would be an understatement,” says Julie Gessner, Manager of Communication Services for Xtend. “We have provided overflow member support for more than a dozen conversion projects over the past eighteen months but never three consecutively. It not only gave us the opportunity to bring in some new team members this summer in preparation, it also allowed us to ‘stress test’ the system we have developed for exceptional member service. The fact that we were able to step up to the plate for not only the converting credit unions, but also our established partners, is a really a testament to our team leaders and agents. We were really cranking – we took over 10,000 calls during those two weeks – but we also had some fun with it.”

The three credit unions utilizing Xtension for inbound support were South Bay CU (Redondo Beach, CA; $67M; 8,200 members), Oak Trust CU (Naperville, IL; $65M; 10,000 members) and Riverview CU (Belpre, OH; $49M; 6,600 members).