Credit Union's Call Center Offers 24/7 Service to Members

January 23, 2006

Kailua-Kona, Hawaii- Hawaii Community Federal Credit Union's (HCFCU) new Call Center offers its members the luxury of someone at the other end of the phone 24 hours a day, seven days a week.
The Call Center is located on the second floor of HCFCU's new 26,000-square-foot branch and administrative offices at Kaloko. This state-of-the-art building is HCFCU's flagship and new home for the financial institution's administrative and executive offices.

Kaloko Branch Manager Tim Ashcraft explained that HCFCU staffs the Call Center Monday through Friday, 8 a.m. to 6 p.m. and on Saturdays the Call Center will be staffed from 8 a.m. to 2 p.m. At all other times, HCFCU has partnered with Digital Dialogue to provide personal assistance for its 31,000-plus members.

Headsets in place and fingers poised over the keyboards, the Call Center's seven-member team is kept busy answering the phones. Double computer screens make it possible for HCFCU representatives to access members' account information simultaneously with financial services. This keeps the work and phone calls flowing. So far, around 600 calls are answered daily at the Center for HCFCU's five branches.

The Call Center's goal, Ashcraft said, is to answer all incoming calls within 40 seconds and to resolve 80 percent of inquiries on a first-call basis. "This is our service promise to our members and staff," Ashcraft explained. It's clear the Call Center staff takes this promise seriously. Call Center Supervisor Kim Quirit, who has been with HCFCU 17 years and knows the operation inside and out, circles her cadre of staff keeping an eye on calls in the queue and keeping them flowing. A constant check of the incoming call log makes it possible to know when the busiest times are and how to best schedule manpower.

Credit union members, Ashcraft said, are still getting used to having the Center answer their calls. So far, he added, members have been very receptive, if a little surprised by their first experience with the Call Center. HCFCU has branches in North Kohala, Kealakekua, Kailua-Kona, Pa`auhau and now in the Kaloko Light Industrial area. Its shared branching makes it possible for members to use HCFCU's services from around the globe.

Some of the services the Call Center can provide include: account and general balance inquiries, transfer of funds, loan product information, money management and IRA rates, small business account rates, address changes, information on membership eligibility and requirements, ATM/Debit Card/VISA card queries, shared branching inquiries and wire transfers.

Transfer of funds or account inquiries are most popular, Ashcraft said. Members are also finding it satisfying to be able to have their credit card questions answered immediately.

HCFCU has been serving Island of Hawaii residents for 69 years. It is a $281 million asset not-for-profit credit union that is wholly owned by its more than 31,000 members. In addition to providing complete checking and savings services, the credit union also offers credit cards, auto, mortgage, construction, small business, educational and personal loans; investment services; money-saving programs and more. It supports numerous Island of Hawaii programs and events. For more information visit www.hicommfcu.com.