Credit Union ONE Members – You Asked We Listened!!
FERNDALE, MI – In response to feedback from their members, Credit Union ONE recently launched a new Member Contact Center (MCC) in order to provide a higher level of service to their members.
The MCC is staffed by a total of 21 Agents with specialized skills who either focus on service requests or new account requests. The goal of the MCC is to deliver first call resolution meaning members’ needs are met when they make their initial call eliminating the need to call back. The key to achieving first call resolution is empowerment.
“The empowerment of our staff to make decisions has a direct, positive impact on member service. In addition to enhancing the member service experience, empowerment also contributes to having satisfied and engaged employees,” says Stephen Grech – Executive Vice President.
With the availability to handle traditional calls, online chats, and emails, the early response from members has been extremely positive. In their first month of operation, the MCC received over 20,000 phone calls and approximately 2,800 emails and chats.
Agents are available Monday through Thursday 7:30 a.m. – 5:30 p.m., Friday 8:30 a.m. – 6:00 p.m., and Saturday 9:00 a.m. – 1:00 p.m. and can be reached at 800-451-4292, by chat, or by email.
Credit Union ONE, headquartered in Ferndale Michigan for over seventy years, offers a wide array of financial services and access to over 30,000 ATM’s nationwide, serving 106,000 members, with eighteen offices in three major metropolitan areas, including Metro Detroit, Grand Rapids and Traverse City. For more information go to http://www.cuone.org or “like us” on Facebook.