Making Call-Center
Magic

"Each cardholder experience should be memorable – in a good way."
Ysrael Peguero
Call Center Bi-Lingual Supervisor, TMG
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It’s not about the destination, it’s about the journey. For customer service calls, the same rings true. “After a call, cardholders should walk away with the situation resolved. How they get to those resolutions is where the magic happens,” says TMG’s Call Center Bi-Lingual Supervisor Ysrael Peguero.

Creating exceptional experiences for all cardholders, including those whose primary language is Spanish, is the goal for TMG’s consumer services representatives. Ysrael notes, "At each point in our conversations, we want cardholders to know we’re here for them and will give them the highest level of care.”

The feelings cardholders take away from their calls matter. “If we called each cardholder back, we want each of them to be able to say we made their lives easier,” Ysrael says.

 

Family-Like Atmosphere

"We saw a great relationship we wanted to move into."
Cicely White
Card Services Manager, Farmers Insurance Group Federal Credit Union
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Something as simple as being called by name can make a big difference. When Cicely White, Card Services Manager at Farmers Insurance Group Federal Credit Union, picks up the phone and calls TMG, she knows she’ll get that personal touch. “TMG is an extension of our credit union family,” says Cicely. “They’re people who know me, know my institution and care about what’s important to us.”

Going beyond the typical vendor relationship was key to Farmers when selecting a processing partner. The credit union wanted a partner that could provide high-touch, high-quality interactions in a family-like atmosphere. Cicely notes, “Before partnering with TMG, we visited them, visited their existing clients. What we saw was a great relationship we wanted to move into.”

A Resource to Rely On

"TMG is always proactive in offering suggestions that will enhance our credit union’s offerings."
Kris Skiles
VP, Marketing, The Family Credit Union
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A credit card portfolio can be a financial institution’s most profitable product. All too often, however, these portfolios can slip into status quo positions. Such was the case for The Family Credit Union. “Our portfolio’s growth had become stagnant. We needed something simple and easy to boost its performance,” says Kris Skiles, The Family Credit Union’s VP of Marketing. That’s where the credit union’s strategic partner TMG came in.

Every year, TMG offers its clients a variety of cost-effective, off-the-shelf card marketing campaigns in addition to custom campaigns. Each campaign leverages industry expertise and best-in-class creative to take card portfolios to the next level. “No one can run a business without trying new things, without learning new things,” says Kris. “When our TMG representative directed us to the holiday rewards campaign, we jumped on it.”

After seeing positive results from its first card marketing campaign, The Family Credit Union plans to utilize several more. “With such great resources at our fingertips, it’s hard not to use them,” says Kris. “We can always rely on TMG to be proactive in offering suggestions that will enhance our credit union’s offerings.”

Making Call-Center
Magic

"Each cardholder experience should be memorable – in a good way."
Ysrael Peguero
Call Center Bi-Lingual Supervisor, TMG
READ MORE

It’s not about the destination, it’s about the journey. For customer service calls, the same rings true. “After a call, cardholders should walk away with the situation resolved. How they get to those resolutions is where the magic happens,” says TMG’s Call Center Bi-Lingual Supervisor Ysrael Peguero.

Creating exceptional experiences for all cardholders, including those whose primary language is Spanish, is the goal for TMG’s consumer services representatives. Ysrael notes, "At each point in our conversations, we want cardholders to know we’re here for them and will give them the highest level of care.”

The feelings cardholders take away from their calls matter. “If we called each cardholder back, we want each of them to be able to say we made their lives easier,” Ysrael says.

 

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