NEWS & ANNOUNCEMENTS
ANALYTICS MONTHLY MAY 2019
ANALYTICS MONTHLY WELCOME Welcome to the monthly Analytics Team newsletter! We’re all very excited to help support and enrich the organization through easy access to insights and analytics derived from IHMVCU data and your needs.
1 ANALYTICS MONTHLY | May 2019
WHAT PERCENTAGE OF IH TEAM MEMBERS PASSED THE DATA GOVERNANCE TRAINING?
ANSWER:
93.66%
QUESTION & ANSWER WHERE DO I GET ONE OF THOSE SWEET DATA GOVERNANCE T-SHIRTS?
3 APRIL | 2018
ANSWER:
Once you complete your training, have your Data Steward reach out to Jordan for a special in-person delivery.
BONUS ANSWER:
For those team members going above and beyond with the data governance initiative, there’s special secret swag. Be on the lookout!
CONTACT CENTER SPECIAL EDITION This month we’re focused on highlighting the huge successes the Contact Center has accomplished over the last couple months! A big shout-out goes to Barb Meyers, Amy Rockwell and Kim MacDonald for their careful and attentive leadership in transforming our members’ experience every day. Of course, without the continued and consistent efforts from all our skilled Contact Center agents, this overwhelming change would never have happened. Fantastic job!
What changes are we talking about? Take a look at the front page from Rooster – the Contact Center dashboard.
This set of metrics, updated every 15 minutes (our closest approximation to real-time data yet), allows us to see a nice cross section of how many calls came in to the Contact Center throughout the day, how many were answered, how many were abandoned and more.
3 ANALYTICS MONTHLY | May 2019
4.7%
ABANDONMENT RATE On April 22, 1,153 calls came in from our members! Notice that only 54 of them were abandoned (a member hung up before we could answer the call). This means that the Contact Center had an abandon rate of only 4.7%!
90%
ABANDONMENT RATE REDUCTION This is HUGE considering that only one year ago we were seeing abandon rates as high as 45%. The Contact Center has effectively reduced abandoned phone calls by a max of 90%. That’s truly amazing!
82.8% SERVICE LEVEL
If April 22 couldn’t get any better, the Contact Center achieved a service level of 82.8%! This means that 82.8% of all calls that came in that day were answered within 30 seconds of the member calling us. This absolutely blows away industry standard service level expectations!
ONE YEAR COMPARISON Now, consider the next two snapshots from the Abandon/Handle Time Trending section of Rooster.
April 2018 shows averages for each of the metrics from the front page, as well as trending information over the course of the month.
April 2019 shows a noticeable set of improved metrics.
5 ANALYTICS MONTHLY | May 2019
66%
AVERAGE ABANDONMENT RATE REDUCTION A lot has changed over the course of a year. During the same period in April we had a little over 1,000 member calls. In 2018, 354 on average of those calls were abandoned. This year, only 132 calls were abandoned on average. That’s almost a two-thirds reduction in average abandoned calls!
51.6%
AVERAGE SERVICE LEVEL It’s important to note that in 2018, the Contact Center wasn’t in a place to set or monitor a consistent service level. But in 2019, we’ve achieved an averaged 51.6% service level answering calls within 30 seconds. That’s over half of all incoming calls that are answered in 30 seconds or less!
CONGRATULATIONS
CONTACT CENTER Every day, the Contact Center is actively improving the experience of our members. Their hard work is creating so many opportunities for our members and IH. Keep up the amazing work! The Analytics Team and the rest of the organization are blown away by your commitment to helping our members Move Up!
ANALYTICS
TEAM MEMBER SPOTLIGHT Anh Tra
Database Administrator
Hello, I’m Anh Tra and I’m one of your DBAs! You may recognize me from the IT team where I was doing .NET Programming before joining the Insights and Analytics team in March. I have a Networking and Programming associate degree and a Bachelor’s in Management Information Systems from Kaplan University. I’ve been in the technical field since 2000 and worked for several large companies, including Jumer’s Casino, Deere & Co, John Deere Dealers, Rock Island Arsenal/JMC G6, Genesis Health System and Arconic. Family wise, my son David, is in his fourth year at the University of Iowa studying Mechanical Engineering. From a four-legged standpoint, I have a cat and toy poodle. My cat has personality problems – he thinks he’s the boss (and owns the house). He sits and waits at the dog’s food area until he gets his food first. And don’t me started on the hissing at the dog… Whenever possible, I like spending time outdoors – bike rides, walking and gardening. My neighbor claims I have a green thumb because I’m always moving my plants around and they seem to do well. I also like building or making things like patios/landscaping or copper vases from copper smithing. My favorite thing to do is spend time with my son, whether it’s cooking for him, cleaning up his apartment, going shopping or joining him for dinner. In my short time at IHMVCU, I have enjoyed learning how things work at credit unions. I look forward to learning more in my new role to help our team deliver quality data that will help us make better decisions. 3 ANALYTICS 7 APRIL | 2018 MONTHLY | May 2019
MAY PRODUCTION CYCLE Here’s what’s coming to a dashboard near you:
Production Dashboard and Enhancements •
Rooster 3.0 (Contact Center dashboard)
Robotic Process Automation (RPA) • Pega training
• Loan Center dashboard
• Pega System implementation
• Outbound Team dashboard
• “Start My Day Bot” proof of concept
• Retail dashboard • Credit migration dashboard • CD migration dashboard • DoG 2.1 (Data Governance dashboard) • Frontline dashboard • Member financial health score CRM integration
Data Warehousing
Data Governance
• Adobe Campaign Integration 2.1
• Batch Core updates
• IADW optimization and logging
• Continued team support
• Field/Table additions
• Council meetings
• Batch updates to dirty data in Core
• Workfront ticketing updates
• Aires File Data Integration
Federally Insured by NCUA | Equal Housing Opportunity | NMLS 463074