Monday, February 18, 2008

Credit Union customers speak to Virtual Observer's impact

As a marketing director, it is extremely beneficial to have the kind of customer retention which we have at CSI. One particular market where Virtual Observer (VO) performs extremely well is the credit union market. Credit Unions benefit from both call logging (for legal/liability/compliance) and from the powerful quality monitoring and employee development toolset which comes included with VO.

In a conversation with a quality and training manager from Eastern Florida Financial Credit Union, he spoke of the many ways which VO has helped improve call center agent performance:

- "It has helped our call center by giving our coaches and supervisors the ability to provide our phone agents with concrete examples of where their opportunities may be."

- "VO has improved the use of our company’s resources when offering services."

- " We can identify good/not-so-good service and habits and has helped is in the development of our task force."

- "We can maintain a very high level of service by providing us the ability to see and listen to our agents in action."

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