by. Don Stewart

Call Center Virtualization

Overview

The technology choices available to the credit union  industry continue to grow and improve. If you have not done so recently we recommend consideration of the advantages and disadvantages of virtualizing Call Center operations.

The primary goals are:

1. Better resiliency against events that affect operations
2. Increased efficiency
3. Potential for expanded Member Service hours without additional cost
4. Member-Centric Service!

There are additional bonuses to virtualizing all or part of the Call Center in terms of staff morale and enthusiasm.

The methodology – Eliminate the human and technical single point of failure risk

The tool set – Virtual desktops, redundant or Cloud based phone control systems, and extraordinary customer service attitude.

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