Why Credit Unions Should Automate Key Contact Center Processes

In the highly competitive financial services industry, credit unions must prioritize efficiency and member satisfaction to stay ahead. Automation offers a powerful solution to streamline operations, save time, and allow employees to focus more on enhancing the member experience.

Here are the top 10 automation opportunities for contact centers that can transform how credit unions operate:

1. Member 360

Automating the integration of multiple systems, including your core system, allows for executing member transactions within a single user interface. This seamless experience saves time and ensures that employees can access all necessary information quickly, allowing them to provide personalized and efficient service.

2. Chatbot

Chatbots simulate human-like conversations, answering member questions 24/7. By automating routine inquiries, credit unions can free up staff to handle more complex issues, improving overall member satisfaction and reducing response times.

3. Online Banking Sign-on Support

Bots can assist with unlocking and resetting passwords and usernames, ensuring members can quickly return to their online banking activities without frustration. This automation reduces downtime for members and decreases the volume of support calls, enabling employees to focus on more value-added tasks.

4. Appointment Tool

Creating a digital appointment scheduling tool allows members to book branch visits easily. This automation reduces the administrative burden on staff and ensures a smoother, more organized flow of appointments, enhancing the overall member experience.

5. Video Banking

Video banking enables members to schedule and participate in virtual appointments with credit union staff. Features like in-session DocuSign, eNotary, co-browsing, screen sharing, and biometric authentication make it a comprehensive service. Automation here means staff can prepare for calls more efficiently, and detailed reporting helps continuously improve the service.

6. Modify Bill Pay

Automating the modification of bill payment contact information and handling card cancellation or modification requests over the phone reduces manual work. This ensures accuracy and speeds up the process, allowing staff to dedicate more time to addressing member needs.

7. Travel Notifications/Monitoring

Automating travel notifications on debit cards mitigates risk and prevents fraud. A self-service solution for travel notifications enhances security and member convenience, reducing the need for manual intervention and allowing staff to focus on more critical tasks.

8. Card Disputes

Automating the filing process for card disputes related to fraudulent and disputed transactions streamlines what is typically a cumbersome process. Bots can block cards, create cases, post provisional credits, and even order new cards. This efficiency allows employees to quickly handle disputes and focus on resolving complex issues.

9. Card Block/Closing

Reducing the time and manual tasks involved in blocking and closing cards makes the process faster and more efficient. Automation ensures accuracy and allows staff to attend to member inquiries and provide better service.

10. Debit Card Reissuance

Automating data entry and processes for new card requests significantly boosts efficiency and reduces potential errors. This means members receive their new cards faster, and employees can concentrate on enhancing the overall member experience.

The Benefits of Automation for Credit Unions

Automation in the contact center is not just about efficiency; it's about improving the overall member experience. By automating routine and time-consuming tasks, credit unions can:

Save Time: Automation handles repetitive tasks quickly and accurately, allowing employees to focus on more complex and meaningful member interactions.

Enhance Member Satisfaction: Faster, more reliable service means happier members who feel valued and well-served.

Reduce Errors: Automation reduces the risk of human error in data entry and process execution, ensuring more accurate and consistent service.

Empower Employees: By spending less time on mundane tasks, employees can develop their skills and focus on providing exceptional member service.

Embrace Automation with CU NextGen

CU NextGen is dedicated to helping credit unions leverage automation to improve contact center operations. By implementing these automation opportunities, credit unions can create a more efficient, member-centric environment. Contact us today to learn how we can support your journey toward a more automated and effective contact center, ensuring your employees can focus on what truly matters: enhancing the member experience.