Seamless Member Engagements Starts with Simplifying The Experience For Agents
Black Hills Federal Credit Union manages 15 locations throughout South Dakota along with 1.5 billion in assets and 70,000 members. Even before the pandemic, the organization started to see challenges in their contact center which motivated the team to look at messaging.
John Buxton, SVP and CIO at Black Hills recalls how his organization started to see high abandonment rates and long wait times. As he recalls, “it just didn’t feel like we were maybe providing the service that we wanted to.”
Black Hills also wanted something that simplified the messaging channels for agents instead of a bunch of different systems that agents would have to navigate. When Black Hills went live with Quiq, agents were up and running after only 1 hour of training.
As far as agent adoption, John says, “It was very easy to get them involved because they have requests all the time from members – that’s how members want to communicate. And so they were excited to be able to use something that members want. It was literally just go through a power training and then start doing some testing between each other, texting back and forth….it was very quick for our agents to become familiar with it.”
It didn’t take long for members to notice the change either. John recalls how surprised the team was when the credit union went live with messaging in their mortgage department. “As soon as we text enabled those phone numbers, and we hadn’t even trained our staff internally or announced it, we were receiving messages. Members were just instinctively thinking that they can text the credit union. They were texting the mortgage phone numbers that were on the website before we even trained our staff internally.”
Black Hills started with messaging in the contact center, mortgage department, card services and are now moving it into their branches. The credit union has also integrated messaging into their IVR. If a member has been on hold for a certain amount of time, they are presented the option to have the conversation via text.
The conversation is handed off to the messaging channel where it’s easy for the agent to respond. All conversations are handled in one intuitive workspace where agents can use features such as canned responses (also known as snippets), routing, transferring, and response timers to manage conversations.