|BFSFCU is committed to providing our members with the highest quality service experience. Regardless of how you interact with us, our goal is to be able to answer all of your questions, provide information and address any issues; in short, we want to exceed your service expectations. This commitment also extends to our third-party service providers including our 24X7 Call Center.
In 2011, the Credit Union experienced some major technological changes that were necessary because of changes occurring in our system vendor's business model and also to move us to a platform that would better address the complexities of our membership and the regulatory environment. The nature of these changes and the subsequent high level of member inquiries required that we relied heavily on our third-party 24x7 Call Center for assistance, as our telephone and email volume increased some 400% for a sustained period of time. While we would not have been able to internally staff for such an upsurge in volume across 3 eight-hour shifts of work, we realize that the service levels during this period did not always meet member expectations. Our primary goal in 2012 is to return to the consistently high level of service that our members expect and we are working daily, both internally and with the management and training teams at our 24x7 Call Center, to ensure that we meet this goal. We are also evaluating our new technology and working diligently to address the few functionality gaps that remain. We appreciate your patience and your support as we work to complete this transition.
Your feedback is very important to us. In addition to the annual member survey, we offer several channels for you to share feedback about your service experiences at the Credit Union. In each of our branches, look for the survey card displays where we will happily accept your comments. Embedded in the email signature line of our email responses to member requests is a survey link where you may share your feedback online. Lastly, you can share your feedback with us anytime by selecting "Contact Us" at the top right corner of our home page. As always, we thank you for your membership, and we look forward to serving you and meeting your financial needs.