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Important MessageHEWFCU to Install New Phone System to Improve Service and Reduce Wait for Members
After many years of service, a recent rash of outages, numerous member complaints, on-hold issues, and an increasing more antiquated technology – the phone system at the Credit Union will be put to rest the weekend of June 24-26th. In its place, a brand-new modern phone system that uses state-of-the art technology will be installed across the Credit Union (except Queen of Peace and Woodson branches where unique situations exist). The new system adds greater flexibility and uniform ease in communicating with any HEWFCU location. The new system will also allow the Credit Union to eliminate significant monthly expense we have been incurring for both long distance service and local phone lines. While the 800 numbers, the primary DC area phone number (202-488-5400) and the main Philadelphia numbers will remain the same, employee extensions will change (to accommodate new four-digit extensions), as will many of the branch phone numbers. You will be prompted by the new phone system when you call the 800# or the primary Washington D.C. number, to locate the branch or employee you are trying to reach – or you can locate an expert to answer a question about a product or service using the same menu of prompts.
The new phone system should offer our members a plethora of new benefits, and should provide reliable service for most or all of the next decade. The new system should:
q Cut down on queues and minimize waits on hold
q Provide increased customized and personalized service
q Eliminate or dramatically reduce system downtime or outages
q Provide more automated service and information
q Offer wait times while on hold, so you can decide if you are willing or able to wait
q Reduce costs of communication expense each month
q Offer a system where calls are answered by employees trained to handle your inquiry
q Service will be provided by employees across the branches, to even out call volumes and reduce wait times
q Important updates and closures can be provided to callers via an upfront message
We hope you see immediate and drastic improvement in finding answers to your questions and greater ease in obtaining service as a result of this new phone system. More good news – a new and improved PAL Automated Telephone Teller is coming in August. We won’t stop improving our service until every member’s expectations are exceeded every time!
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