Customer Success Story
First Community Federal Credit Union
Industry: Banking and Financial Services
First Community Federal Credit Union is a 16 branch credit union that has
nearly doubled its assets in the past year through a series of mergers.
Business Challenge
Its growth and the need to integrate operations and standardize service
across its facilities meant its old record-on-demand call recording solutions
no longer met their needs. After examining several different call recording
options, First Community Member Solution Supervisor Jason DeMorrow and Kevin
McGrath of First Telecommunications settled on Tracer because of its price
and wide array of beneficial features.
Solution
Among the features that have particularly benefitted First Community are:
- Cradle-to-Grave Recording: Tracer captures all calls in their
entirety regardless of when the recording was initiated, ensuring the
entire conversation, rather than merely a portion, is saved.
- Advanced Search Options: Tracer enables users to search
for calls on a variety of criteria. If virtually any information is known
about a call, such as date, time, number called, extension or call direction,
it can be located quickly.
- Sharing: With Tracer, users can share calls or call segments
with other approved users via a secure, encrypted email link, promoting
collaboration and information sharing across facilities and offices.
"Sharing calls is big," DeMorrow said. "We have branch managers
at multiple locations, so we're constantly sharing calls with each other."
Additional benefits for the company have included:
- Dispute Resolution: First Community has used the system
to prove proper procedures were followed in verifying member identities
during disputes, eliminating "he said/she said" disagreements.
- Training: First Community saves calls it knows are
good training opportunities in order to educate existing staff and new
hires in how to best deal with member questions.
- Evaluation: Supervisors at First Community regularly review and
evaluate calls involving their collectors, front line service staff and
lenders. These call rankings are an integral part of employees' annual
performance review.
Speaking about how Tracer has helped First Community, DeMorrow said, "If
anyone were to ask me for a recommendation on the product, I would give
a ringing endorsement. What we were using before was antiquated and difficult
to use. Really, it's piece of mind..."
About Tracer
Tracer is the industry's leading digital recording solution for contact
centers. Tracer utilizes patent-pending OAISYS Portable Voice Document (PVD™)
technology to capture telephone-based interactions as digital call recordings,
or voice documents, that are available to store, organize, playback, annotate
and share with others as needed. This core PVD functionality is paired with
Tracer's advanced contact center management features, including employee
performance evaluations, the ability to live monitor calls, generate quality
and resource utilization reporting and synchronized desktop video recording
capabilities. Tracer is compatible with business communication systems from
Avaya, Mitel, Toshiba, ShoreTel, and many other standards-based IP and legacy
TDM systems.
