Chevron Federal CU call centre goes 24/7 with Digital Dialogue

Source: Digital Dialogue

Digital Dialogue, a PSCU Financial Services company and nationwide provider of 24/7 call center operations and software solutions to credit unions, announced today that Oakland, Calif.-based Chevron Federal Credit Union has partnered with Digital Dialogue for 24/7/365 call center and total member service.

Chevron Federal Credit Union, which has more than $1 billion in assets and 66,000 members, surveyed other Symitar users to identify a call center solutions provider that could interface seamlessly with its core system for credit union afterhours, emergency response and 24/7 total member service delivery. According to credit union officials, Digital Dialogue was a clear choice, because its call center is focused on serving the credit union industry, they are familiar with credit union specific language and have an excellent track record of success.

"Chevron Federal Credit Union serves members in many different time zones, including members overseas, and we needed a transparent call center partner that could help us maintain our high level of responsive and friendly service," said Mitch Dormer, vice president, Strategic Initiatives at Chevron Federal Credit Union. "We did not want to take attention away from our members to staff, educate and maintain a 24/7/365 call center, so we chose a partner that we felt could best serve them without their feeling like they were in different hands."

After a soft launch in June, which saw more than 1,200 calls, Chevron Federal Credit Union announced to its members the 24/7/365 call center on Tuesday, September 16. Credit union officials utilized the soft launch to validate how the initial scripts would work and develop additional scripts that addressed the specific and unique questions and requests from members. Digital Dialogue's CUScripter can accommodate an unlimited number of responses, so Chevron Federal Credit Union can add or modify scripts as products change, or if a business disruption should occur.

Digital Dialogue is prepared (both as a company and call center services provider) to handle business continuity and disaster recovery whether in its own backyard or that of a credit union customer. Officials from Chevron Federal Credit Union stated that business continuity planning was an important part of their call center provider selection process.

"As the competitive landscape becomes more crowded for credit unions, and our economy takes a hit, a focus not just on member care, but on total member care is paramount," said Peter Schmitt, president of Digital Dialogue. "By working with Digital Dialogue, Chevron Federal Credit Union positions itself as a responsive credit union offering timely and accessible financial products and services."

In June, Chevron Federal Credit Union also signed a five-year agreement to convert its 40,000 offline debit and 15,000 PIN debit accounts to PSCU Financial Services. Credit union executives report they are changing to PSCU Financial Services' debit platform, because of its industry-leading fraud management technology as well as its 24/7 Contact Center.

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