St. Dominic’s Credit Union, a busy branch in Waterford City, continually strives to provide the best customer experience.
Patrick Lawlor, Deputy Manager of St. Dominic’s Credit Union, had a very clear vision of what was needed to enhance the customer experience, however the branch identified some challenges in efficient and prompt call answering, call monitoring and analysis of key metrics.
- As part of the Radius Technologies commitment to St Dominic’s Radius Technologies carried out a full conventional line survey and consolidated third party services i.e. fax/monitored alarm/merchant services/franking machine onto a small group of lines.
- A call recording solution was introduced as part of the overall project plan, this solution needed to be robust and have capacity beyond St Dominic’s data retention policy as well as being in line with PCI guidelines.
- Radius Technologies introduced an extensive enterprise level call metrics package. This identified what departments were carrying the greater inbound call load. This gave the management a real-time view of inbound/outbound call volumes and allows for a more dynamic approach to staffing these departments based on the demand at any given time.
- Radius wrapped all of these services and the capital costs associated with them into a managed contract for St Dominic’s Credit Union. The net result of this was no capital outlay and a fixed cost bill each month that includes all national calls to landlines and mobile, all line rentals of both VOIP and conventional lines, a fully enhanced managed maintenance contract with unlimited on site and remote support.
“Through the use of Poltys I am able to have constant oversight of all inbound and outbound calls. This is an essential management tool as we focus on raising on standards for our members. I am now able to build monthly reporting on call statistics into management reports – this gives our Board assurance that when a member calls our Credit Union they will speak to a staff member promptly.
From a compliance point of view we are also able to monitor/review calls for training purposes. We can ensure that each call is treated in a consistent manner and the tone of St. Dominic CU is clear and identifiable. We can also test for data protection and other regulatory requirements to ensure the Credit Union is meeting the highest standards.” – Patrick Lawlor, Deputy Manager, St. Dominic’s Credit Union