St. Dominic’s Credit Union raises standard of member care

unspecifiedSt. Dominic’s Credit Union recently invested in an upgrade of its telecoms system in order to provide optimum member service levels for its 17,000 members.

By partnering with Waterford telecommunications company, Radius Technologies, St. Dominic’s Credit Union now ensures efficient and prompt handling of every inbound call, regular testing for data protection and monitoring regulatory requirements to guarantee that St. Dominic’s Credit Union is meeting the highest industry standards.

Patrick Lawlor, Deputy Manager St. Dominic’s Credit Union, explains why they installed the new call metrics telecoms system.

“Our priority is our thousands of members and we are determined to ensure that their credit union experience is as professional, accessible and rewarding as possible.”

“Our staff deals with hundreds of calls every day.  To provide a quality member experience we needed to be available to answer these calls in real time.  The new telecoms system identified the areas we needed to improve on.   For example, at what times of the day was there a particularly high volume of inbound calls and were these calls answered in real time. If not, did we have the resources to handle that volume?”

“From a compliance point of view we are also able to monitor calls for training purposes. This is to ensure that each call is treated in a consistent manner and the tone of St. Dominic Credit Union is clear, identifiable and instils confidence in our members.”

The call metrics package installed by Radius Technologies is a bespoke solution to the challenges St. Dominic’s CU faced.  Sean Dowling, Sales Manager Radius, undertook the audit in order to create a telecom solution specifically tailored to St. Dominic’s Credit Union.

“In essence, while all businesses strive to provide the best customer service, their experiences are different.  Once we analysed the data we could identify when St. Dominic’s Credit Union faced a high volume of inbound calls.  By putting the necessary resources in place at these times, no call goes unanswered.  The monitoring of calls also allows the Credit Union staff to treat each call in a consistent manner so every member receives the best customer experience.”

“It was great to work with a company that has its member’s interests at heart.  Patrick and the team in St. Dominic’s have a clear vision of how they wanted to enhance the member experience and Radius had the technical ICT skillset to assess the existing infrastructure and offer a solution that was both cost effective and delivered on the client needs.”

Founded in Waterford in 1996, Radius Technologies is regarded as one of Ireland’s leading providers of specialist business network solutions, phone systems and IT services.  With offices at Six Cross Roads Business Park in Waterford, Carlow and Meath the company employs 26 staff.

For further information about Radius and the services provided visit or lo- call 1890 592500.