PSCU is consolidating its two suburban Detroit call centers into one operation that will include better analytics to help staffers provide more personalized service, the big CUSO said.
A grand opening ceremony is planned for July 9 at the 45,000-square-foot facility in Allen Park, Mich., where 315 staffers will be employed as the St. Petersburg, Fla.-based PSCU consolidates its operations in Auburn Hills and Southgate, Mich.
PSCU said it also has 840 staffers at its call center in St. Petersburg and another at its Phoenix operation. The big CUSO had bought the former Digital Dialogue's call centers in suburban Detroit and Phoenix in 2007.
“We're seeing increased demand for robust, geographically dispersed call center support, especially in the wake of recent data compromise events and the severe weather throughout the country this winter,” PSCU President/CEO Mike Kelly said in the company's announcement this week.
The announcement also said, “The company is developing technology to enhance self-service capabilities for credit union members both via mobile applications and their call centers to empower members to resolve requests with less time and effort.
“PSCU's initiatives on the analytics front, in addition to helping credit unions better know and serve members, will also give PSCU's call center representatives more powerful tools to give the same kind of personalized service that its credit unions provide their members.”
PSCU said its call centers now handle more than 18 million inquiries a year.
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