RCDA was called in to help during a dramatic transition period that involved battling for market share. The organization was no longer a local franchise monopoly.

The credit union had a large and successful contact center, with more than 65 full-time employees handling more than 5,000 calls per day.

RCDA was contacted by company executives, who were looking for an evaluation of their current contact center operation.

The company’s BPO contractor is responsible for the success of two call centers that handle all inbound customer service and outbound retention calls.