Case Study: Consumers National Bank improves customer service and reduces call backlog with CSI Call Center

Consumers National Bank cuts after-hours call backlog with CSI Call Center in 3 months

Consumers National Bank, a community bank in Northeastern Ohio, faced a challenge in managing high after-hours call volumes while striving to maintain its personalized, local service. The surplus of customer requests, especially voicemails left overnight and on weekends, was overwhelming for its staff and limited their efficiency. To address this without sacrificing its service standards, the bank turned to vendor Computer Services Inc (CSI) and implemented its CSI Call Center service.

The solution provided by CSI extended the bank's support hours, with experts handling straightforward inquiries like password resets and balance checks on weeknights and Saturdays. This implementation drastically reduced the morning backlog for the bank's staff, with CSI Call Center managing approximately 500 calls monthly. The results included improved operational efficiency, reduced risk, and no need for additional hiring or automation. Bank employees became strong advocates for the service, and the success led to discussions about further expanding CSI's role to handle overflow calls during weekdays.

Consumers National Bank