Grand Rapids-based credit union service organization, Xtend Inc., celebrated the recent successful launch of its new inbound contact center return call feature, which gives credit union members on hold the ability to request a call back when an agent is available. Xtend has been working on the project throughout 2017, testing and getting to know the toolset features.

The inbound call client support division of Xtend rolled out the new feature to all inbound call clients on August 15th. “Members are slowly becoming more familiar with the option and are starting to trust that we will call them back,” stated Liz Winninger, CEO. “The challenge is overcoming the bad experiences many members have had in the past when it comes to call back features with other companies. When our agents return their call we often have very surprised and pleased members. I am happy that we are restoring members’ faith in the feature.”