Are mobile financial services finally here? Your credit union is providing mobile financial services now, and you may not even know it. Studies show that up to two-thirds of all calls to member contact centers in 2007 are coming from mobile phones, and this will grow to over 85% by 2010. Mobile phone initiated calls to credit unions have grown in a one-to-one ratio with the growth of cell phone penetration–which is expected to reach over 100% in the U.S. by 2013.
The credit unions that can recognize this and tailor their offerings to enhance the mobile financial experience with their own contact center operations can improve the member experience and reduce their attended member service representative costs by taking advantage of the additional communications features of mobile phones.
The best place to start this effort is by first identifying the top five to 10 call types to the member contact center. Usually, inquiries regarding account balances, transaction history and direct deposit postings top the list.
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