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How AVM Can Be Part Of A High-Touch Service Strategy

Credit Union Journal, 2007-11, Vol.11 (46), p.10

Copyright c 2007 Thomson Media. All Rights Reserved. ;ISSN: 1521-5105

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  • Title:
    How AVM Can Be Part Of A High-Touch Service Strategy
  • Author: Edmunds, Matt
  • Subjects: Automation ; Client relationships ; Cost control ; Credit unions ; Guidelines ; Member services ; Voice messaging systems
  • Is Part Of: Credit Union Journal, 2007-11, Vol.11 (46), p.10
  • Description: Credit unions offer a unique focus on the needs of local communities, employee groups, and affinity groups. In an age of increasingly sophisticated financial services options and high levels of personalized member interaction, credit unions seek to maintain a special quality relationship with its members. Credit unions lend a personal touch to providing new products and financing options to its membership. The CU must also attempt to reduce delinquency rates and collect past-due payments, while at the same time preserving and building on member satisfaction levels with outstanding personalized service. Despite the prevalence of automated voice messaging (AVM) solutions to communicate to members, some organizations still express concerns about how an AVM solution can be more effective than live collection agents or a predictive dialer. These concerns typically center around three common myths: 1. AVM shouldn't be the dominant contact strategy since many members don't like automation. 2. In collections, AVM only works on low balance and fresh debt. 3. The predictive dialer is more efficient and cost-effective.
  • Publisher: New York: SourceMedia
  • Language: English
  • Identifier: ISSN: 1521-5105
  • Source: AUTh Library subscriptions: ProQuest Central
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