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CASE STUDIES

Teacher’s Federal Credit Union

Case Description

“This call may be monitored for quality assurance” is an expression that’s literally built into any automated phone system as part of the lexicon of customer service call centers. The ability to accurately record, store, search and access customer calls for training, issue resolution, and regulatory reasons are paramount to any company or organization reliant on the provision of world-class customer service and support.

Especially for financial institutions such as El Paso Area’s Teachers Federal Credit Union (TFCU).

Established in 1936, TFCU currently has over 60,000 members and 10 locations throughout El Paso. In keeping up with the times and technology, the credit union needed an inbound/outbound call recording solution that could be easily integrated and was compatible with its existing NEC phone system.

Goals
N

Integrate software with existing NEC phone system

N

Compatible with NEC Digital, and IP phones, including teleworkers

N

Identify a solution that could easily migrate to ISDN-PRI recording across their multiple sites

N

Admin and User interface that was easy to learn and use

Recommended Solution
mitel platinum partner
N

TeleComp CXM Call Recording and Monitoring with add-on for Agent Performance Evaluation and Coaching for 80 agents

Project Outcomes
N

Eliminated time-intensive, manual process of scoring agent calls

N

TFCU employees are comfortable learning and using CXM software

N

Call Center Supervisors are now able to maximize KPI goals by using the CXM Agent Performance Evaluation and Coaching modules.

TeleComp’s CXM support and sales teams have been very responsive, reachable, and willing to go the extra mile for us to help us serve our customers. What more could you ask for?

Humberto Herrera

System Administrator, TFCU