Financial

State Employees Credit Union of Maryland

State Employees Credit Union of Maryland (SECU), the state’s largest credit union, outgrew its corporate headquarters and built a new facility. The company sought to upgrade aging telecommunications technology while also enhancing functionality of the Call Center. As part of a Telecommunications Assessment, PowerHouse developed system design requirements for both the building infrastructure and the Call Center. The technology selected and implemented included a Siemens Model 80 PBX, an Xpressions unified messaging system, a Resume Route ACD suite, a Blue Pumpkin forecasting/scheduling package, and a Siemens MXEmail distribution.

Service Credit Union

Service Credit Union (SCU) is one of the largest financial cooperatives in the U.S., with more than 1,000 credit union branches worldwide. As part of a long-term relationship, PowerHouse has provided SCU with ongoing collaboration, advice, and support for both its Call Center and branch offices. We assisted the organization to evaluate current Call Center operational processes, organizational practices, and the use of technology. We provided expertise on the acquisition of Call Center workforce management systems, developed a new Call Quality Monitoring Program, and consulted on the desired skills for new-hire and incumbent agents. PowerHouse CVO, Kathleen Peterson, has presented several customized Call Center Leadership seminars to SCU executives, managers, and frontline staff.

Utah Retirement Services

Utah Retirement Systems (URS) is a self-funded organization that administers 401(k) and 457 Defined Contribution Plans and Defined Benefit Plans for public employees in the state of Utah. Both URS and the Public Employees Health Program (PEHP), a division of URS, were experiencing dramatic growth in services and membership; this resulted in decreased customer service. PowerHouse conducted an enterprise-wide Telecommunications Assessment and developed a five-year Telecommunications Strategy Plan. We were subsequently engaged to manage the acquisition of new technology: a new ACD system, a telecommunications platform that utilized a mix of VoIP and digital technology; a voice/data recording and quality monitoring solution, a unified messaging system, and a call accounting system upgrade. URS later retained PowerHouse to provide complete Systems Implementation Management Services.