Xtend Inc., a Grand Rapids, Michigan-based multi-owned cooperative credit union service organization (CUSO), reports that in the past month it has handled the largest number of call center transactions in its history.
Transactions included inbound member service calls, outbound business-to-business calls, outbound member calls, calls to its lending hotline and Web chats. To address growth, the company recently announced to its owning credit unions that it would invest in additional staffing over the next six months to meet increased demand for its products and services.
The company said its sharp growth was both “expected and a pleasant surprise.”
“Over the last few months, we got the go-ahead for several major inbound and outbound projects, so we knew it was going to be all hands on deck for our call center going into spring,” Xtend President Scott Collins said in a press release this week. “But since two of the major projects called for our team to provide inbound member support during data processing conversions, we had to rely on our past experience to set an expectation for inbound volume. Although we underestimated a couple of the days during the month, the team was quick to react.”
In a single 30-day period this spring, the organization's Xtension contact center handled more than 25,000 calls and Web chats. Included in that volume were more than 700 leads that were passed to credit union and CUSO partners based on conversations with members and/or clients.
For more information about Xtend, visit http://www.xtendcu.com/.
Xtend recently lengthened their call service hours to assist more clients during the day.