Outbound Call Center Featured Article

Hawaiian Credit Unions Honored for Contact Centers

June 11, 2009

PSCU Financial Services, a financial services CUSO and provider of 24/7 call center operations for credit unions, has honored four credit unions at the San Dimas, California-based Financial Service Centers Cooperative 2009 annual meeting in Las Vegas. 

Honolulu-based Hawaiian Tel Federal Credit Union, University of Hawaii Federal Credit Union and Hawaii USA Federal Credit Union were noted for using their custom call center to "enhance member service in the last year," and Kealakekua-based Hawaii Community Federal Credit Union received the Call Center Innovator award.

“Each year, PSCU Financial Services recognizes credit unions that find ways to maximize member service through our round-the-clock call center operations,” says Peter Schmitt, executive director of PSCU Financial Services. “This year, we chose to acknowledge the exceptional member care of Hawaiian Tel, University of Hawaii, Hawaii USA and Hawaii Community Federal Credit Unions," noting especially their "implementation of cultural elements from their state.”

According to the citations, these credit unions "conducted cultural training to better align Total Member Care service representatives with the needs of their members." In response, Total Member Care adopted Hawaiian elements to its call center services, including island-themed hold music and a cultural-focused custom training regiment, as well as other ways to "ensure the members of the Hawaiian credit union community are given the level of care and service to best fit their needs and expectations." Insert hula girl line here.

The awards note the four credit unions’ collective effort to transition members to Total Member Care’s mainland call center.


David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Jessica Kostek

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