How a Credit Union Reduced Abandon Rates and Improved the Member Experience
Add the power of callbacks to your customer engagement channels to enhance agent efficiency and morale and improve the customer experience.
Results
Lowered average handle time.
Improved the customer experience.
Enhanced agent efficiency and morale.
About The Credit Union of Colorado (CUofCO)
The Credit Union of Colorado (CUofCO) is a $1 billion financial institution with more than 100,000 members. With satellite locations across the state of Colorado, the credit union emphasizes the importance of delivering a superior member service, proud of its history and achievements as a member-focused, customer-first financial institution.
Opportunity
CUofCO first implemented the Verint Callback solution* in 2015, reducing abandonment rates in its call center by more than 40 percent. Despite this success, a business partner told them that one of their existing systems could provide a similar callback solution at no additional cost, so they switched.
In 2019, CUofCO began experiencing dramatic call spikes due to its conversion to a digital banking platform. Its callback system couldn’t handle the increased capacity. Members’ callback requests were ignored, and the system stopped reliably performing them at all.
CUofCO’s team also couldn’t access any real-time data from the system and were unable to see that something was wrong. Their members were getting frustrated, their agents were getting stressed, and their vendor was having difficulty assisting with their concerns.
The seriousness of an unreliable callback platform was enough for CUofCO to immediately return to Verint.
* Formerly offered as Fonolo Voice Call-back and Fonolo Web Call-back
Solution
Verint’s programmable callback product, which gives callers the option of receiving a callback when hold times are too long, was the solution of choice. Because of previous success, CUofCO regained the confidence and trust in a reliable callback platform.
Verint’s cloud-based approach means that it can seamlessly interact with the credit union’s phone system via SIP, performing the callback function without interfering with their existing contact center software. To agents, a Verint call appears to be just another inbound call, so minimal training is required. The ease of deployment and Verint’s conscientiousness are among the many reasons CUofCO was happy to return to Verint.
“The people at [Verint] and their level of commitment gave me confidence in reaching out to [Verint] in our time of need.”
Benefits
When Verint initially deployed its callback solution in 2015, CUofCO almost instantly decreased its abandonment rate by an average of 40 percent. This time, their existing system was failing to make the callbacks that were being requested. Added to that, the lack of real-time data about their hold queues meant that they didn’t have the ability to do much about it.
The second iteration of Verint’s solution has resulted in significantly reduced average handle times, a greatly improved members service experience, and much happier managers and employees.
Featured Verint solutions
Read more customer case studies
This is a carousel with slides that do not auto-rotate. Use the Next and Previous buttons to navigate.
Contact us about Verint Callback today!
Thank You
Thank you for your request. A Verint team member will follow up with you soon.