Managing multiple departments has its challenges. However, CU*Answers has used that opportunity to leverage team members and create training and new options for them. Challenged with finding alternative missions for his business contact center Jerry Collins made the decision to train his contact center team to support his other team for collections.

“These are people used to being on the phones already and that is half the training for collections,” said Collins. “Now we take their skills and enhance them with more training and this allows them to further their value both personally and in the corporation. We can then use them in ether area or they can use this education to move forward at CU*Answers.”