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Adobe AcrobatFirst Community Credit Union Case Study

Customer Success Story

First Community Federal Credit UnionFirst Community Federal Credit Union

Industry: Banking and Financial Services
First Community Federal Credit Union is a 16 branch credit union that has nearly doubled its assets in the past year through a series of mergers.

Business Challenge
Its growth and the need to integrate operations and standardize service across its facilities meant its old record-on-demand call recording solutions no longer met their needs. After examining several different call recording options, First Community Member Solution Supervisor Jason DeMorrow and Kevin McGrath of First Telecommunications settled on Tracer because of its price and wide array of beneficial features.

Solution
Among the features that have particularly benefitted First Community are:

  • Cradle-to-Grave Recording: Tracer captures all calls in their entirety regardless of when the recording was initiated, ensuring the entire conversation, rather than merely a portion, is saved.
  • Advanced Search Options: Tracer enables users to search for calls on a variety of criteria. If virtually any information is known about a call, such as date, time, number called, extension or call direction, it can be located quickly.
  • Sharing: With Tracer, users can share calls or call segments with other approved users via a secure, encrypted email link, promoting collaboration and information sharing across facilities and offices.

"Sharing calls is big," DeMorrow said. "We have branch managers at multiple locations, so we're constantly sharing calls with each other."

Additional benefits for the company have included:

  • Dispute Resolution: First Community has used the system to prove proper procedures were followed in verifying member identities during disputes, eliminating "he said/she said" disagreements.
  • Training: First Community saves calls it knows are good training opportunities in order to educate existing staff and new hires in how to best deal with member questions.
  • Evaluation: Supervisors at First Community regularly review and evaluate calls involving their collectors, front line service staff and lenders. These call rankings are an integral part of employees' annual performance review.

Speaking about how Tracer has helped First Community, DeMorrow said, "If anyone were to ask me for a recommendation on the product, I would give a ringing endorsement. What we were using before was antiquated and difficult to use. Really, it's piece of mind..."

About Tracer
Tracer is the industry's leading digital recording solution for contact centers. Tracer utilizes patent-pending OAISYS Portable Voice Document (PVD™) technology to capture telephone-based interactions as digital call recordings, or voice documents, that are available to store, organize, playback, annotate and share with others as needed. This core PVD functionality is paired with Tracer's advanced contact center management features, including employee performance evaluations, the ability to live monitor calls, generate quality and resource utilization reporting and synchronized desktop video recording capabilities. Tracer is compatible with business communication systems from Avaya, Mitel, Toshiba, ShoreTel, and many other standards-based IP and legacy TDM systems.