Xtend, Inc., the Grand Rapids, Michigan-based CUSO, announced that it recently provided inbound call center support for members of three credit unions during their core data processing conversions. Each credit union was converting to CU*BASE®, the core data processing suite from sister CUSO CU*Answers. Two of the projects lasted two weeks, and the third was a four-week engagement.
Xtend President Scott Collins commented: “We have been providing inbound member support for our partners in the cuasterisk.com network for many years, but it’s been quite a while since we have executed three projects simultaneously. While it did help that these credit unions were in two time zones, our team welcomed the challenge and was excited to help our new partners.” Collins noted that these projects were isolated from Xtend’s recurring member support business. “We have forty credit unions that leverage our agents every day, so we were careful to ensure those members did not feel the impact of the microburst that typically accompanies a core DP conversion. I am pleased with the way our call center team was able to effectively manage our overall execution of these projects while still meeting the needs of our day-to-day clients.”