ST. PETERSBURG, Fla.–When Hurricane Matthew struck the eastern coast of the U.S., several PSCU owner credit unions with branches in Florida and South Carolina were able to continue to provide call center services to their members, even though they had shuttered their own operations due to the storm.
PSCU said members of the credit unions were able to get their inquiries addressed and resolved through PSCU’s 24/7/365 call center resources located in Arizona and Michigan, PSCU reported.
“PSCU’s member-owner credit unions own 100% of PSCU’s call center facilities, technology and infrastructure in Arizona and Michigan,” said Chuck Fagan, president and CEO of PSCU. “That autonomy of ownership means they can expect PSCU to act quickly and make call center support services available to help them through times of distress and high demand, while still maintaining extra capacity and meeting service levels.”
PSCU said its call center technology enables its representatives to seamlessly access members’ credit card accounts as well as the credit unions’ core processing platforms to assist members with questions on their other deposit and loan accounts. As part of their contingency plans for service support, PSCU owner credit unions can prearrange with the CUSO’s Total Member Care call centers to reroute their cardholders’ calls during an emergency situation, such as the unexpected closure of their own member services operations, according to the company.
“We appreciate the quality service PSCU provided our members prior to and during Hurricane Matthew,” said Travis Hicks, contact center manager with Heritage Trust FCU in Charleston, S.C., in a statement. “Our branches and the corporate office had to close prior to landfall in preparation for the mandatory evacuation in our area. After the storm, we experienced intermittent power outages at multiple locations, including our corporate office, which negatively impacted our contact center team. PSCU was able to effectively assist 100% of our members’ calls during the recovery period and maintained our service lev