Press
Call center taps on CUSO partners to meet growing demand
GRAND RAPIDS, MI (March 4, 2015) — To help meet the demand of its growing contact center business, Xtend, Inc., the Grand Rapids, Michigan-based multi-owned cooperative CUSO, announced it will expand its remote staff to include agents located at Fairhope, Alabama-based CU*South. Both CUSOs are members of the cuasterisk.com network.
According to Xtend President Scott Collins the two CUSOs started dialogue about the project several months ago. “One of the fundamental philosophies we have at Xtend is to think ‘CUSO first’ when we are looking for collaborative opportunities,” Collins noted. “In this case we had a definite need to expand our call center agent team, and a CUSO partner within our network with available resources that could be leveraged. And the fact that they were already familiar with the core data processing system our collective customer-owners utilize meant they could be cross-trained and deployed quickly. It really became a question of when we could add them to our overall agent pool, not how or why.”
Collins also noted that Xtend is working closely with their west coast cuasterisk.com partner—Liberty Lake, Washington-based CU*Northwest—to increase the number of remote agents they have deployed at CU*NorthWest’s headquarters as well.
About Xtend, Inc.
Xtend, Inc. is a 100% credit union-owned CUSO formed in 2002 with headquarters in Grand Rapids, Michigan. Xtend provides a wide array of managerial, operational, marketing, technical planning and consulting services for credit unions of all sizes. In short, Xtend is an aggregation point for shared resources that allows credit unions to deliver products and services more cost-effectively. Their strategic offerings include bookkeeping services, member contact services, back-office mortgage services, partnered liquidity opportunities, shared branching, compliance monitoring, and payment processing services. Xtend provides services for over 180 credit unions representing more than 1 million members and $10B in assets. The CUSO is currently owned by 85 credit union partners. For more information, visit www.xtendcu.com.