CU*Answers, a West Michigan based Credit Union Service Organization, is dedicated to ensuring quality in every interaction with both Credit Union employees and members. Amy Gavin, CU*Answers Client Interaction Quality Assurance Coordinator, along with department managers monitor over 200 calls per month. They score each interaction based on professionalism and the client service excellence used in the calls. Through monitoring and employee coaching this client-owned CUSO ensures that every interaction is reflecting the best possible service for each caller.

This successful service organization has reported an increase in call quality of over 20% in the last year. Each internal department is consistently striving for exceptional calls as they represent CU*Answers and the Credit Unions they serve.