SCCU managed member calls using manual call distribution and Excel-based tracking. Without structured queues or automation, calls were routed inconsistently, and supervisors had limited visibility into daily operations.

This approach contributed to longer wait times and frequent call transfers. At the same time, manual reporting made it difficult to assess performance trends and support informed day-to-day operations.

With ice Contact Center, SCCU used intelligent call routing and built-in reporting to manage calls and performance in one system. Supervisors gained clearer operational visibility and more reliable insight to support member services.