Independent Contact Center Consultants: Bridging Strategy, Technology and Operations Since 2004

Credit Union Contact Center Benchmarking Survey

Strategic Contact and the National Credit Union Call Center Conference conducted this benchmarking survey to help credit union contact centers improve their member service and respond to growing competition.

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What You’ll Receive

This 85-page comprehensive report covers a wide range of topics:

  • credit union contact center benchmarking survey reportStrategy – including challenges and priorities
  • Contact Handling – including the roles of the center and other departments
  • Support Functions – including quality and workforce planning
  • Training – new hires and ongoing
  • Technology – from core systems to contact center-specific technology
  • Metrics – actual and targets
  • And a variety of other areas such as home agents, hours of operation, and use of third party services

The survey also covers a variety of media channels and shows pertinent results by credit union size.

How To Stay Connected

Complete this form to receive information on future credit union surveys and updated results.