COVID-19 and social distancing measures have upended the member experience in credit union contact centers.

To serve unprecedented volumes, inbound call centers must find ways to authenticate members faster while still blocking out fraudsters. Forward-thinking credit union call centers have implemented new technology to authenticate inbound callers pre-answer, dramatically reducing agent average handle and providing faster service to members.

As more members are at risk of missing payments on financial products, outbound call centers need to reach members at the right number and the right time of day and day of week. This requires higher quality data—specifically, predictive intelligence based on each member’s phone behavior, which has been shown to improve dialers’ efficiency and right-party contact rates.
Join Neustar and fellow industry thought leaders to discuss how contact centers are relying on next-generation technologies to keep member experiences top-of-mind in a challenging environment.

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