Credit Union Reduces Agent-Serviced Calls By 24% In Just 30 Days With IVR Assistants
Credit Union Reduces Agent-Serviced Calls By 24% In Just 30 Days With IVR Assistants
The Customer
Public Service Credit Union, established in 1952, is a community credit union operating across 15 locations in the Metro Detroit Area. As a full-service financial institution, PSCU is committed to delivering reliable financial services to its members. Dedicated to its mission, PSCU aims to provide members with lifelong support. Similar to other credit unions, PSCU operates as a member-owned, not-for-profit financial cooperative, reinvesting profits into its members through reduced loan rates and increased savings yields.
Challenge
As customer numbers grew, Public Service Credit Union observed a rise in staff stress levels, extended hold times, and apprehension about maintaining their renowned standard of service excellence. Their call center agents:
● Found themselves overwhelmed by routine member queries and requests
● Struggled to introduce new, enhanced member service offerings
Solution
An intelligent virtual assistant was deployed, enabled for voice, and seamlessly integrated into the credit union's current IVR system - delivering personalized self-service options and 24/7 support to its members. Through the efficient handling of numerous repetitive inquiries, the intelligent virtual assistant (IVA) alleviated the workload on PSCU agents, enabling them to dedicate more attention to outbound sales calls, all without incurring substantial costs.
Leveraging White Gator AI’s platform - the PSCU team successfully automated their contact center operations, resulting in a 25% reduction in call volume.
Key Stats
24%
Reduction in Live-Agent Serviced Calls
70%
Call Containment Rate
Discover how PSCU's contact center enhanced member satisfaction using White Gator’s AI’s platform.
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