Total Member Care

Patrick Hughes, Chief Operations Officer,
Digital Dialogue

It’s time to turn 24/7 member support into new member acquisition and revenue-generating loans. PSCU Financial Services and Digital Dialogue have joined forces to develop and debut Total Member Care, a service in which call center representatives cross sell desired services to members based on credit scores and the decision criteria set by each credit union.

The call center can access credit union core processing systems through a VPN or through the shared branching network. Based on data from the credit report along with decisioning and cross selling criteria set by credit unions, representatives can offer a lower rate mortgage, auto loan or other services to members who are calling to check an account balance or verify a transaction. This electronic process eliminates inefficient paper processes and lowers the costs associated with opening new accounts. Online member enrollment provides immediate ACH-based funding of new accounts, which dramatically increases the success rate of applications. 

After consumers see the savings gained by consolidating credit card and other debt at a credit union, they are even more likely to seek future products. All calls are recorded so credit unions can listen to any call within one to two hours after it happens. This service also offers real-time reporting and real-time access to scripting. Changes to scripts or cross selling instructions are implemented immediately and are activated for the next member call.

In addition to cross selling, credit unions can also boost membership rates and loyalty by having our call centers welcome new members, communicate important credit card news or execute targeted marketing campaigns. A knowledge-based query tool that helps staff and members answer key questions about credit union operations is included at no charge with call center services.