ST. PETERSBURG, Fla. (12/2/10)--PSCU Financial Services released two new white papers this week that illustrate how online and mobile banking services and professional 24/7/365 Call Center support can attract new members and boost revenues--while containing costs. The convenience of mobile and online banking services builds stronger and more profitable relationships with members, according to the experiences of two credit unions quoted throughout the paper. Both Texas Dow Employees CU (TDECU) in Lake Jackson, Texas, and Visterra CU in Moreno Valley Calif., report significant increases in deposits, loans and other services driven by online access. TDECU has also used online social media tools, including Facebook, Twitter and a social media website, to attract Gen Yers. While these credit unions celebrate increased loyalty and revenues, they also appreciate cost reductions achieved through fewer phone calls and in-branch interactions. Achieving higher revenues and lower costs is also the topic of the call center paper, which documents how a comprehensive solution such as the CUSO’s Total Member Care can dramatically improve support and availability while reducing expenses. In today’s financial services market, outsourcing call center services is essential to deliver affordable around-the-clock support expected by members, according to PSCU Financial Services. When evaluating potential suppliers, credit unions should start by looking for well-managed services with high single-call-resolution rates and a low percentage of abandoned calls. The paper also advises credit unions to go a step further to find a call center service that can deliver customizable scripts that allow real-time changes and a platform that supports multiple integration configurations, including shared banking functionality. The two free papers are entitled “Using Online Tools and Services to Attract and Retain Members” and “Call Centers: A Valuable Resource in Challenging Times.” These and other educational papers that describe best practices for promoting credit, debit, prepaid, e-Commerce and segment marketing activities are available at PSCU Financial Services’ website.