BCU call centre closes
THE Bananacoast Credit Union has closed its call centre in Coffs Harbour but has redeployed nearly all the staff who manned it.
BCU’s chief executive officer Lyndon Kingston said the closure of the Gordon Street centre represented a positive new direction for the credit union.
”We, the board and I, were worried that we were creating two separate levels of service within the organisation so we decided to try to bring members closer to their branches,” Mr Kingston said.
”We have invested heavily in new telecommunications technology and it seems to be working well.”
Mr Kingston said one call centre employee had taken voluntary redundancy but the 17 others had stayed with the organisation.
“The outbound team has been relocated to new premises, and the loans team is now housed with our loans department. The inbound calls team has been split up and redeployed into branches.
“We wanted to cement a highly professional degree of local service. Now when a customer from say, Grafton, calls, they are automatically diverted to someone in a branch near them.”