Financial Management Solutions, Inc., or FMSI, recently announced that Tyndall Federal Credit Union of Panama City, FL has experienced a 70 percent reduction in call center hold times since they deployed their FMSI Contact Center Management System solution.

Contact Management System gives agents the ability to schedule themselves on forecasted call volumes which optimizes contact center staffing levels to achieve the desired service levels.

Regional Branch Manager for Tyndall Federal Credit Union, Jocelyn Cassidy, says callers to Tyndall used to experience hold times that averaged five minutes but now their wait times have been greatly reduced.

When earlier attempts to improve wait times failed with tracking software from their phone system, Tyndall sought help from FMSI. It took only 7 months to reach their goal of reducing those times down to just 90 seconds.

Cassidy says that each member will have unique needs and that the credit union serves them each differently. The CMS solution from FMSI taught them how to meet those needs giving better service to all members.

Federal Management Solutions, Inc. puts out a monthly Comparative Data Report that ranks all of their client’s teller productivity and cost metrics so the industry, as well as clients, can review the report and compare them to other banks and credit unions.

President of FMSI, W. Michael Scott, says with more than 20 years of experience helping banks and credit unions, they have been able to improve productivity of their staff, their solutions and benchmarking data to help in areas needing improvement.

Tyndall Federal Credit Union was first chartered in 1956 by the U.S. Department of Health, Education and Welfare as Tyndall Air Force Base Credit Union. They operate 12 branches in Florida and Alabama and have assets totaling more than $1 billion.

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