CASE STUDY
Unitus Community Credit Union | Servicing the Pacific Northwest
Client Overview
Unitus serves 15 counties in Oregon and the entire state of Washington with a commitment to innovation, inclusiveness and providing inspirational service. Unitus was struggling with high call abandon rates and low service levels. As a result, members were often frustrated with the contact center.
Team Rebus Solution
The consultants at Team Rebus started by conducting a comprehensive current-state assessment of the Member Service Center (MSC). We collaborated with the leadership team and frontline staff during the assessment to ensure everyone was on the same page. Through interviews, observations, focus groups, employee surveys, best practice studies and data analysis we identified four key issues: lack of agent coaching, no agent training or career path, limited call center foundations and call handling inefficiency. MSC leaders agreed with the findings, so we developed a project proposal, solution roadmap, benefit summary and guaranteed an ROI of 2:1. The CEO liked what he saw and moved forward with the project. Over the next four months we partnered with the call center team to improve the member experience while delivering on the ROI.
The Results
Improved Member Experience
Our team implemented a robust management operating system with daily huddles, manager on duty schedule and performance review meetings.
IVR Optimization and Agent Training
Redesigned IVR to simplify choices, streamline call routing and match callers to the best skilled agent. Created training aids to improve caller outcomes.
Call Repatriation
By implementing processes around forecasting, scheduling and real-time management, our team almost entirely eliminated third party call support.
Improved Key Processes
The consultants at Team Rebus improved a variety of key processes including the IVR, call handling techniques, WFM and agent coaching.
125% Improved Service Levels
21% Increased Calls per Hour
$200k Reduced Third Party Costs
59 Improved Processes
92% Reduction in Outsource Spend
79% Reduction in Abandon Rate
The consultants at Team Rebus started the project with a current-state assessment. By partnering with Unitus leaders, our team used these findings to develop a tailored consulting engagement to address critical challenges the contact center faced. Over the next four months, our team worked side-byside with Unitus staff to optimize processes like agent coaching, workforce management and quality assurance. By project completion, Unitus saw marked improvements in service level, exceeded the guaranteed ROI, had better trained staff and most importantly improved the member experience.
