What Are Members Calling Your Credit Union About?
A credit union finds its top call drivers by having speech analytics categorize every recorded call by the underlying reason the member called, such as a card decline, a mobile deposit or a transfer, then ranking those reasons by volume, repeat-call rate and handle time. Unitus Community Credit Union used this approach, found far more […]
How Can Credit Unions Find UDAAP Complaint Trends in Calls?
A credit union can find UDAAP complaint trends by using speech analytics to tag dissatisfaction and complaint language on every recorded call, then grouping those calls by product, fee or disclosure so repeat issues surface as a trend. NCUA’s UDAAP guidance treats many similar complaints about the same product as a warning sign, and examiners […]