Overview
The Summerland Credit Union ranks in the top 30 credit unions in Australia with $500 million in assets and 27,000 local members. It was constrained in its service capacity by an ageing telephony system with very limited functionality.
To maintain its position at the forefront of NSW financial service provision, Summerland wanted to overhaul its complete call centre and internal communications infrastructure.
Luke Haber, IT Manager at Summerland Credit Union said “The NEC call centre software maintains accurate service levels with excellent reporting. We have measurable improvements in productivity and accountability for our call centre staff.”
Industry
Challenges
- Overhaul the call centre and internal communications infrastructure
- Provide growth for remote agent access
- Unreliable, low capacity communications networks
Solution
- Advanced call centre software with IP PABX to support staff communications needs as well as business productivity and customer service drivers
Result
- Annual savings of $35,000 in line rental alone
- Lower management over head
- Fast response times in inbound queues
- Increased call centre staff productivity
- Flexible, scalable system for future growth