In dealing with the ongoing spread of the coronavirus (COVID-19), credit unions are facing great challenges to operate normally – especially in the contact center. As the largest member-facing department of a credit union, the contact center will feel unique stresses like few other areas.
Credit union call volumes are increasing dramatically as members seek answers in these uncertain times. With limited or no ability for members to visit branches, they will turn to your contact center for human interaction and guidance. Not only are call volumes increasing, but it is also likely that the average talk time will climb as callers ask more questions and look for assurance, thereby prolonging the call.
Here are some useful and practical tips you can implement in your credit union’s contact center environment to help your employees and members handle stresses and challenges during these uncharted times.
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