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:
- Strategy – 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.
Complete this form to receive information on future credit union surveys and updated results.