Call centers provide human touch when self-service reaches limits

first_img 29SHARESShareShareSharePrintMailGooglePinterestDiggRedditStumbleuponDeliciousBufferTumblr,Bill Prichard Bill Prichard is Senior Manager, Public Relations and Corporate Communications, for CO-OP Financial Services (, Rancho Cucamonga, Calif., a financial technology provider to credit unions. Prichard can be … Web: Details As we move through 2016 and the rest of this decade, member service will continue to evolve between self-service based on digital technology and the efficacy of the human touch.In a world where direct human contact seems to be losing ground to email and texting, the sound of a real human voice such as that provided by a call center can be a significant business asset when a credit union member needs help or wants to conduct a more complex transaction.The value of human interaction in a business environment was spelled out recently by British marketing consultant Mark Master in an article on Business2Community. “When a company makes a human connection, as opposed to a digital connection, we create a completely different platform to build a relationship,” he said. “People want humanity and openness, not a special offer that runs out at the end of the month.”A call center such as the CO-OP Member Center can be a powerful advantage in today’s digital, arm’s length world. In fact, with the rapid advance of financial technologies, 24/7 call centers have become more important than ever.“The self-service culture has conditioned consumers to expect to be able to conduct their business at any hour,” said Carol Cline-Parton, Vice President, CO-OP Member Center. “And this is only magnified by mobile phones and the Internet, which have led consumers to expect to be connected to anyone, anywhere, anytime, including their credit unions.”People love self-service, but there’s clearly a limit, which is often reached when members need support with the emerging payments technology they have in hand, detailed questions about account status and applying for an auto or personal loan.As Cline-Parton puts it, “When self-service reaches its limit, members will want to reach out to a live person for assistance.”CO-OP Member Center provides support for payment innovations such as Sprig by CO-OP for mobile banking, the Apple Pay or Samsung Pay mobile wallets, CardNav by CO-OP alerts and card control solution, and kiosks enabling shared branching transactions at an ATM.Buyers – i.e., those in need of a loan – are making their purchases after-hours more than ever. CO-OP Member Center’s 2015 after-hours auto loan activity increased by 20 percent compared to 2014. In fact, after-hours loans accounted for 35 percent of CO-OP’s total loan application production last year (including phone and Internet applications).“In many cases, timeliness trumps loyalty, especially when it comes to buying a vehicle,” said Cline-Parton. “So, ‘if you snooze, you lose:’ the possibility of losing a loan because a lender is closed for business is very real.”Third-party call centers make it easier and more cost effective for credit unions to offer round-the-clock lending services, helping to ensure that revenue opportunities are not missed.“Call centers play an integral role in member loyalty, a role that is perhaps ironically only growing with the rise of self-service,” said Cline-Parton. “Just as importantly, a third-party call center can be contracted to scale up and scale back with the changing needs of the credit union. Institutions need to be right-sized all the time today, and outsourcing call center needs really is resource scalability at its best.”Learn more about CO-OP Member Center here.last_img read more

IMCA Mach-1 Sport Compacts join Saturday shows at Abilene

first_imgThe division is also on both Southern Challenge programs in October.  Twenty-one point races for Sport Compacts are scheduled at Abilene through Aug. 29.  “I’ve watched the IMCA 4-cylinder class run at Boyd and at Kennedale. It’s a good division for a wide age range of drivers,” promoter Rob Poor said. “Sport Compacts can be a class people get into or back into racing with and only have to spend a couple thousand dollars.”  ABILENE, Texas (Jan. 27) – A fourth IMCA division joins Saturday race programs at Abilene Speedway this season.  Mach-1 Sport Compacts debut at the Texas speedplant on Feb. 15, night two of the season-opening Ice Breaker special.  “There are already three or four of these cars in town,” he added, “so we have a foundation to build on.” Abilene also features the IMCA Modified, IMCA Sunoco Stock Cars and Smiley’s Racing Products Southern SportMods weekly.last_img read more

Everton Appoint Ancelotti Manager

first_imgEverton announced Ancelotti’s arrival yesterday before the home Premier League game against Arsenal, who appointed former Gunners and Toffees midfielder Mikel Arteta as their head coach on Friday.Ancelotti was at Goodison Park for the Arsenal match and will officially take over today. The 60-year-old’s first match in charge will be the home game against Burnley on December 26.“This is a great club with a rich history and a very passionate fanbase,” added former AC Milan, Real Madrid, Bayern Munich and Paris St-Germain boss Ancelotti.“There is a clear vision from the owner and the board to deliver trophies. That is something that appeals to me as a manager.“I am thrilled at the prospect of being able to work with everybody at the club to help make that vision a reality.”Ancelotti has won 15 major trophies during his career and is one of only three managers to win three European Cups/Champions Leagues – along with Liverpool legend Bob Paisley and Real Madrid boss Zinedine Zidane.He has won two Champions Leagues with AC Milan and one with Real Madrid, as well as domestic titles with Milan in his homeland, Chelsea in England, Paris St-Germain in France and also in Germany with Bayern Munich.He guided Chelsea to the Premier League and FA Cup double during his first season in charge in 2009-10 but was dismissed after failing to win a trophy in the following campaign.RESULTS & FIXTURESEverton 0 – 0 ArsenalBournemouth 0 – 1 BurnleyAston Villa 1 – 3 SouthamptonBrighton 0 – 1 Sheffield UnitedNewcastle 1 – 0 Crystal PalaceNorwich 1 – 2 WolvesMan City 3 – 1 Leicester CityMallorca 0 – 2 SevillaBarcelona 4 – 1 AlavesVillarreal 1 – 0 GetafeInter 4 – 0 GenoaWatford v Man United 3pmTottenham v Chelsea 5:30pmReal Madrid v Bilbao 9pmAtalanta v Milan 12:30pmShare this:FacebookRedditTwitterPrintPinterestEmailWhatsAppSkypeLinkedInTumblrPocketTelegram Ancelotti (right) with Everton chairman Bill Kenwright during Evertons home game with Arsenal saturday Everton have appointed Carlo Ancelotti as their manager on a four-and-a-half-year contract. The Italian, who was sacked by Napoli earlier this month, succeeds Marco Silva, who was dismissed by the Goodison Park club on December 6.Ancelotti, a three-time Champions League-winning coach, returns to English football eight and a half years after he was sacked by Chelsea.Duncan Ferguson, Everton’s caretaker manager during their search for Silva’s successor, will remain at the club as part of Ancelotti’s backroom team.last_img read more

Tipp footballers prepare for baptism of fire in Division 2

first_imgLiam Kearns says they’re looking forward to getting the ball rolling… Tipp senior footballers are getting ready to begin their ‘baptism of fire’ in Division 2 of the National Football League.Manager Liam Kearns says he’s busy preparing the team for the opening game against Cork on the 28th of January.A number of new players on the panel, including former hurler Steven O Brien, will get a chance to impress tonight as Tipperary take on Cork IT in a challenge match in Dr Morris Park at 7.30.last_img