Virtual Observer helps Lockheed Federal Credit Union Deliver Timely Member Services

Virtual Observer call recording system helps Lockheed Federal Credit Union…

Call recording solution for the credit union combines proactive features and affordable pricing bundled as part of an Avaya VoIP implementation

Lockheed Federal Credit Union (LFCU), one of the strongest and largest credit unions in the nation, partnered with Avaya in 2007 to help LFCU advance the technology in its call center. This area of the organization primarily receives calls from members, as well as responds to loan requests and other product sales.

Recently, LFCU enabled Live Chat integration to its phone systems, secured email and screen pops. Some issues needed to be addressed: consistency of information provided to members and communication of accurate information by new employees. LFCU also wanted to reduce phone menu options to allow members easier access to the appropriate parties.

Challenged with finding an enterprise-quality phone system, with robust call recording features helped the Credit Union attain their goals of logging all calls and improving member response time, North American Communications Resources (NACR) was able to bundle a solution for LFCU. This task included an Avaya phone system and the Virtual Observer call logging and quality monitoring system in the member service center.

“Avaya solutions, as presented by NACR, provided us the biggest benefit of products and features offered in combination with what the Member Service Call Center was currently operating and also the ability to grow,” said Kara Fitzgerald, Director of Call Center Sales and Service at LFCU.

“We chose Avaya due to its flexibility, and the tenure of the ACD product compared to others. NACR showed they were the best fit for us, and we were impressed with their strengths in implementation. NACR also did a great job pointing out the differences between other call recording systems and those offered by Coordinated Systems and Virtual Observer.”

LFCU looked at several competing systems and decided on Virtual Observer because the features were suited for a credit union.

“Virtual Observer was an easy choice to make for our center,” Fitzgerald said. “The features, such as the thumbnail view of agent desktops and the ability to chat with agents while on a call, are extremely valuable. This allows us to quickly assist agents when they have questions with which they might be struggling. We appreciate the ability to have several call observation forms and the ability to change them on the fly. In addition, the price was right.”

Once the credit union completed upgrading the phone system to the Avaya VoIP platform, Coordinated Systems, Inc., (CSI) came in and installed Virtual Observer (VO), which allows 100 percent of the calls to be recorded.

“We are still in the process of demonstrating its functionality to agents,” Fitzgerald said. “I believe this is important so that call monitoring does not have a big brother feeling, and for the agents to be aware of the technology the call center is using to ensure quality to our membership.” One of the most important features in the project was the need to increase response time, a benefit of VO’s extremely fast search and filtering capabilities. Since implementing VO, LFCU’s call quality has become more consistent, with improved adherence to industry call quality standards such as voice tone, usage of first name, and authentication.

“We have seen an increase in following these standards in our service cycles,” Fitzgerald said. “We have been able to ramp up our new staff members more quickly with the ability to search for calls that were directed to our internal help queue for assistance.”

About Lockheed Federal Credit Union
Lockheed Federal Credit Union has more than 100,000 members and more than $2.7 billion in assets. Chartered in 1937, LFCU offers members preferred rates on savings and loan accounts, surcharge-free access to 25,000 ATMs, and access to a nationwide network of branches. Today, LFCU is the largest financial institution headquartered in the San Fernando Valley.

LFCU recently received a five-star rating – the highest possible for financial strength – from Bauer Financial, a source for unbiased, independent bank and credit union star ratings. The five-star rating validates that LFCU is safe, financially sound and operating well above its regulatory capital requirements.

LFCU operates branches in the San Fernando, San Gabriel, Santa Clarita and Antelope valleys, as well as eastern Ventura County. Membership is open to Southern California residents of more than 600 sponsor companies. Deposits in LFCU are federally insured by the National Credit Union Administration, a U.S. Government Agency, LFCU is an equal housing lender.

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