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Arsenal Credit Union Implements FMSI’s ContactCenter Management System™

November 7, 2011

 

Financial Management Solutions, Inc. (FMSI), provider of business intelligence solutions for banks and credit unions, announced today that Arsenal Credit Union (ACU) has implemented its ContactCenter Management System™ (CMS). Arsenal will use CMS to systematically schedule its call center staff to decrease their call center abandon rate and improve overall member service.

“We have successfully optimized our teller line with FMSI’s Teller Management SystemTM, and we knew we wanted to achieve similar results in our call center,” says Angela Ellis, VP of Consumer Services at Arsenal Credit Union.  “We are confident CMS will help us achieve our call center goals, such as lowering the abandon rate and answering 90 percent of the calls within three rings or 15 seconds.”

The ContactCenter Management System™ schedules agents according to forecasted call volumes, thus enabling banks and credit unions to optimize their contact center staff while achieving desired service levels.

“Instead of relying on assumptions, we now have a solution to help us schedule more effectively during peak-times,” adds Karen McCarty, Call Center Manager at Arsenal Credit Union.  “I am looking forward to having a staffing tool in place that allows me to easily make adjustments to the schedule that automatically takes into account forecasted call volumes and employee preferences.”

“Today’s financial institutions have to maintain a balance between customer satisfaction and workplace efficiency,” says W. Michael Scott, President/CEO of FMSI. “Without accurate information, most financial institutions are not equipped to make a proper evaluation of the operations in their branch or call center. With more than 20 years of experience helping banks and credit unions improve the productivity of their staff, our unique solutions for measuring and forecasting transaction volumes regularly reveal areas for better service and increased productivity.”

About Arsenal Credit Union
Since opening for business in 1948, Arsenal has been committed to the best and finest interests of its members and to the credit union philosophy of “people helping people.” ACU has grown to become one of the largest credit unions in the St. Louis metro area based on assets ($165 million) and membership size (22,000). ACU prides itself on service and regularly surveys its members to make sure they are highly satisfied. This year, 84.18% of respondents have rated the service they’ve received from ACU staff as “excellent” and 98.64% say they would recommend ACU to others. For more information on Arsenal, please visit ACU’s website.

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