How Outsourcing Can Give Your Credit Union a Surprising Boost


Northwest Credit Union Association Strategic Link business partner, Harland Clarke, helps financial institutions increase profitability and account holder engagement by delivering best-practice, data-driven multichannel communications.

“As long-term partners with Harland Clarke, we continue to be impressed with the great results they help credit unions yield from new and existing business operations,” said Jason Smith, NWCUA VP of Strategic Resources.

Harland Clarke, a leader in contact center services, offers credit unions advice on how to make their call center resources as effective as possible through four critical components.

Throughout many industries, outsourcing has become a powerful tool for supporting overall productivity and ultimately, the bottom line. It can give credit unions in particular the opportunity to focus time, attention, and resources on the core competencies of the institution, while allotting more time for setting new goals and finding ways to achieve them.

Given the importance of member satisfaction and engagement, the contact center plays a critical role in a credit union’s growth and overall success. Clear benefits such as increased capacity and greater flexibility for variable call volumes make perfect sense when weighing whether to implement a third-party support partnership for contact centers. Let’s consider specific situations where outsourcing can become an advantageous (and strategic) solution for your credit union:

Planned events: Using contact center outsourcing as a strategic solution for large marketing initiatives or other planned events can save a credit union a lot of time and resources. When inbound call volume spikes, having calls answered promptly by knowledgeable representatives goes a long way toward creating a positive member experience that lasts. Augmenting staff with support from a third-party supplier can position a credit union to deliver on account holder expectations, while freeing its internal team to focus on what they do best.

Online and mobile banking conversions and upgrades: Changing online banking providers can generate a substantial increase in inbound call volume. When these events occur, it’s been proven inbound call volumes can more than double, and too few credit unions are adequately prepared. Having a knowledgeable, patient voice guiding members through the process can mean the difference between a pleasant and unpleasant experience.

Outbound call support: “Trigger-based” loan programs and other promotional campaigns can benefit from outbound call support. Members want to hear from their credit union about services that will benefit them. This is when a third-party contact center supplier can help. A personal communication boosts the likelihood members will follow through with the loan or other offer — helping turn a credit union’s contact center into a revenue-generating center.

Onboarding: Welcoming new members can feel like a challenge since it’s often hard to find the internal resources to undertake outbound calling campaigns. Outsourcing onboarding calls not only offers a seamless method for connecting with new members, but also is an improved way to answer initial questions and concerns.

As the role of the contact center evolves and becomes more sophisticated, outsourcing becomes a competitive advantage. It helps improve internal efficiency, uses resources more strategically, and provides access to specialized expertise that typically isn’t available in-house. By using an outsourced resource, credit unions can focus on core competencies, delivering the best opportunity for success.

Learn how SF Fire Credit Union used Harland Clarke’s Contact Center Solution to effectively manage its online banking platform conversion.

Posted in GoWest Solutions.