Advances in 2020 This past year brought rapid change in so many aspects of our lives, and Libro Credit Union was ready to react, adapt and think fast. The challenges of 2020 brought opportunities to make advances in how we do business, while always remembering our purpose - the ‘why’ of our business. Throughout the pandemic, we’ve worked to balance protecting public health with providing the best possible Owner service. Nothing could be more important than the safety of Libro Owners, staff and everyone in our
community. At the same time, we safeguarded the financial health of everyone involved in the credit union, continuing to provide all of our services through a variety of channels.
WE’RE THERE WHEN YOU NEED US Libro reacted quickly to events, making changes to our service model so we could maintain services. When we couldn’t welcome Owners in person, we made sure they could do their banking online, by phone, at ATMs and more. We moved fast during 2020 to double the capacity of our contact centre, Libro Connect, training more staff to support Owner requests that came in by phone and through electronic messages. We pick up the phone within seconds.
OUR CONTACT CENTRE, LIBRO CONNECT Calls to Libro Connect include support across all of our business as a full-service financial institution, including accounts, loans, investments, credit cards
13 Seconds
AVERAGE WAIT TIME FOR CALLS FROM JAN. 1 - DEC. 31 2020.
and more. We’re there with advice and a friendly ear – and everyone at Libro Connect lives and works in southwestern Ontario.
80,939
TOTAL INBOUND CALLS IN 2020.
22,237
TOTAL ELECTRONIC MESSAGES RECEIVED BY LIBRO CONNECT IN 2020. Libro Credit Union 2020 Annual Report |
9
