FAQ
Frequently Asked Questions
What’s the difference between onshore and offshore call centers?
Onshore centers operate in the same country as your members (for CUpartner, the United States), aligning with local regulations, language norms, and cultural expectations.
Off centers are located in other countries, often chosen for lower costs but many involve language nuances, time-zone differences, and varied regulatory environments.
What are the main benefits of onshore call centers for credit unions?
Stronger alignment with U.S. regulations and member privacy expectations, closer collaboration with your credit union’s policies, disclosures, and branding, faster response times during local business hours, and easier governance and compliance oversight
What is outsourcing vs. co-sourcing in credit union collection operations?
Out-sourcing means delegating the entire collection function to a third-party provider.
Co-sourcing involves a blended model where the credit union and the service provider share responsibility, governance, and technology to manage collections collaboratively.
What impact can outsourcing have on member experience?
Professional, consistent, and compliant communications; specialized recovery agents with product knowledge; faster response times and clear messaging; and options for multilingual support and flexible contact channels.
Can outsourcing reduce costs for a credit union?
Yes, by lowering internal overhead, reducing staffing variability, and leveraging economies of scale. Co-sourcing can optimize cost while maintaining strategic control over policy and member experience.