Analyzing Why Your Members Call Your Credit Union


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Credit Unions have long been asking CU*Answers for improved insights into Call Center activity. Which members are calling the credit union? What are they calling about? Daily or weekly volume trending, and more. Release 16.05 introduced the newest addition to call center activity tracking, Wrap-up Codes, which greatly expanded the ability to provide insight into call center operations, who is calling, and what they are calling about.


During a Wrap-up Code Call Activity Analysis, Asterisk Intelligence will analyze one month of your call activity through phone operator. Insight will be provided on trends in daily and hourly volume, wrap-up codes used, as well as member demographics utilizing your call center. Understand call activity like never before, giving you the information you need to pinpoint service opportunities, educational opportunities, and cost mitigation strategies.

What You will Receive

Once your analysis is complete, you will receive a personalized data briefing discussing our analytical findings, as well as an analysis summary report detailing our findings. Members who have contacted the credit union via phone within the evaluated period will be analyzed providing insight into product and service penetration, trends in demographic profiles, as well as daily and weekly volume trends. After your data briefing, you may select up to 5 member segments in which to target. Datasets will be created for you for easy integration into your marketing or data warehousing strategies. (Interested in learning more about data warehousing strategies? Contact us at to get started) Ask us about our partnership with Xtend who can assist with campaign execution, through outbound marketing efforts such as emails, postcards, calls, and more!

Data Briefings can be a one-time engagement, or a scheduled recurring briefing at the frequency of your choosing.

How to Use this Analysis

This analysis should be used to maximize the efficiency of your phone based member services. Adjust staffing hours based upon your credit unions specific volume trends, reduce idle item, and maximize productivity. Use this analysis to target self-service options to specific member groups reducing your costs and freeing up labor hours. Or leverage this data to get in front of payoffs, increase loan retention, or identify members who may be in need of individual attention.

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