Boston Financial Data Services
Boston Financial Data Services (BFDS) is a premier financial services solutions provider entrusted by some of the most prestigious investment companies in the industry. Its goal is to be the leading provider of innovative financial service solutions for its customers through skilled associates, value-added processes, and continuous improvement. BFDS’s Rockland, Maine location was identified as a growth location for Investor Services. PowerHouse was selected to conduct an independent assessment of the Call Center operation with particular focus on quality, efficiency, and the Customer Experience. The goal was to assess the health of the current operation and identify areas where improvements were required to ensure that Customer Care could support BFDS’ plans for the future. PowerHouse principals assessed the Call Center’s current state related to communication, technology, quality, operational practices, training, management practices, and organizational model. As part of the recommendations phase, PowerHouse created a Strategy Map that resulted from a focused work session with BFDS executives. A foundational recommendation was to align all front line performance activity under a single umbrella via the Contribution to Quality and Capacity™ model conceived by PowerHouse Chief Vision Officer, Kathleen Peterson.
Cambridge Savings Bank
Cambridge Savings Bank (CSB) is one of the oldest and largest community banks in Massachusetts, offering a full line of individual and business banking services that includes online and mobile banking. A strategic decision was made to change the reporting structure of CSB’s Customer Service Center from Operations to Marketing. The SVP of Marketing engaged PowerHouse to conduct an overall assessment of the Call Center based on contact types, performance, quality, revenue generation, technology, and other inter-related factors. Via an assessment and analysis process, PowerHouse consultants identified areas for Call Center optimization, built a plan to develop requisite strengths, and identified initiatives to align the Customer Service Center to Marketing. We also collaborated closely with CSB management to develop and implement a plan that improved abandon rates, service level, and sales per agent. PowerHouse also delivered management training and provided support to frontline leaders.
CME Credit Union
CME Federal Credit Union (FCU), established in 1935 by the City of Columbus Firefighters, serves more than 25,000 members that live, work, worship, attend school, or volunteer in Franklin County, OH. CME FCU requested expert assistance with its strategic initiative of re-launching its Call Center. The Credit Union sought to assess the Call Center’s readiness to focus on those elements of its Strategic Plan specifically related to the Member Experience. PowerHouse conducted an assessment that resulted in a roadmap to guide CME FCU executives and management in achieving strategic objectives for growth, efficiency, revenue generation, and Member retention.
Hanscom Credit Union
Hanscom Federal Credit Union (HFCU), one of the largest credit unions in Massachusetts, serves U.S. service men and woman around the world. HFCU asked PowerHouse to manage the procurement and installation process for a new telecommunications platform to service its 13 locations across MA and the Mid-Atlantic states. We conducted a detailed requirements analysis and provided guidance on system design. PowerHouse then developed and managed an RFP process that culminated in the selection of an IP-based telephony system to service HFCU’s evolving corporate and Member contact needs for the foreseeable future.
Mid-Hudson Valley Credit Union
Mid-Hudson Valley (MHV) Federal Credit Union is a not-for-profit, member-owned, financial cooperative offering a full array of financial services. MHV advocates the credit union philosophy of “People Helping People.” MHV’s Member Services Call Center was operated by a third party. Although the outsource partner performed generally well, it became difficult to manage employees that were not direct reports. MHV demanded extremely high service standards that included an industry-leading 24/7 Call Center and live ATM kiosks in branches. PowerHouse was engaged to assess the feasibility of bringing the Call Center function in house. Our consultants fully analyzed the current outsourcer; validated business goals; and assessed the operational, technical, and cultural requirements necessary to migrate to an in-house function. PowerHouse identified physical and technical solutions for the transition. We also developed processes for hiring the best candidates; developed a training blueprint; addressed quality, reporting, and performance issues; created a Business Continuity Plan; and oversaw the successful migration to an in-house Call Center.
Pinellas County Teachers Credit Union (Now Achieva Credit Union)
Pinellas County Teachers Credit Union (PCTCU) is a full-service credit union serving Pinellas County employees and residents. PCTCU was relocating its Member Services Call Center, Data Center, and Accounting and IT departments to a new facility. As an integral part of this relocation, PCTCU sought to replace its outdated telecommunications systems and improve communications functionality for 250 users across six locations. PowerHouse conducted a full needs assessment and designed a converged network. Our consultants were also tasked with acquiring new ACD technology, routers, Ethernet switches, and an enterprise-wide telecommunications platform that utilized Voice over IP between the Data Center site and all other PCTCU locations. PowerHouse was subsequently retained to provide systems implementation management services.
State Employees Credit Union of Maryland
State Employees Credit Union of Maryland (SECU), the state’s largest credit union, outgrew its corporate headquarters and built a new facility. The company sought to upgrade aging telecommunications technology while also enhancing functionality of the Call Center. As part of a Telecommunications Assessment, PowerHouse developed system design requirements for both the building infrastructure and the Call Center. The technology selected and implemented included a Siemens Model 80 PBX, an Xpressions unified messaging system, a Resume Route ACD suite, a Blue Pumpkin forecasting/scheduling package, and a Siemens MXEmail distribution.
Service Credit Union
Service Credit Union (SCU) is one of the largest financial cooperatives in the U.S., with more than 1,000 credit union branches worldwide. As part of a long-term relationship, PowerHouse provided SCU with ongoing collaboration, advice, and support for both its Call Center and branch offices. We assisted the organization to evaluate current Call Center operational processes, organizational practices, and the use of technology. Our consultants provided expertise on the acquisition of Call Center workforce management systems, developed a new Call Quality Monitoring Program, and recommended desired skills for new-hire and incumbent agents. PowerHouse CVO, Kathleen Peterson, has presented several customized Call Center Leadership seminars to SCU executives, managers, and frontline staff.
Utah Retirement Services
Utah Retirement Systems (URS) is a self-funded organization that administers 401(k) and 457 Defined Contribution Plans and Defined Benefit Plans for public employees in the state of Utah. Both URS and the Public Employees Health Program (PEHP), a division of URS, were experiencing dramatic growth in services and membership; this resulted in decreased customer service. PowerHouse conducted an enterprise-wide Telecommunications Assessment and developed a five-year Telecommunications Strategy Plan. We were subsequently engaged to manage the acquisition of new technology: a new ACD system, a telecommunications platform that utilized a mix of VoIP and digital technology, a voice/data recording and quality monitoring solution, a unified messaging system, and a call accounting system upgrade. URS later retained PowerHouse to provide complete Systems Implementation Management Services.