Building a call center: a business model.

Credit Union Executive, May, 1999 by Wright, Suzanne

Call centers are crucial for credit unions because they provide one of the primary points of contact that members use in conducting their financial business. A business model, in turn, is crucial for a successful call center because it can help define a call center facility that will reduce overall costs and enhance member service. The first step of the business model is to define the credit union's organizational strategy, followed by the determination of staffing and compensation. Attending call routing and stocking the facility are also part of this business model.

Your credit union's call center is one of the primary points of contact members use to conduct their financial business. Depending on members' experience with it, the call center can make or break members'...

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