How Securityplus FCU uses Talkdesk
less than one minute
“Average hold time fell from more than 20 minutes to less than one minute”
As published on talkdesk.com. Checked by usedby on Oct 9, 2026.
What happened
Securityplus moved its contact center from a legacy phone system to Talkdesk Financial Services Experience Cloud for Banking. Calls are connected to its Fiserv DNA core to surface member information for agents, and Talkdesk Copilot gives agents real-time product and service information, while supervisors get dashboards and quality scoring of calls.
Summary written by usedby from the source page, in English. The figures are those of Talkdesk and Securityplus FCU, not ours.
- 100%“Today, 100% of calls receive a quality score, creating more opportunities for coaching and continuous improvement.”
- 75“NPS climbed from negative to a six-month average of 75.”
- approximately five“Average handle time dropped from more than 15 minutes to approximately five.”
Average hold time fell from more than 20 minutes to less than one minute, with monthly averages reaching as low as 20 seconds. Average handle time dropped from more than 15 minutes to approximately five.
Our employees are so much happier. Our engagement score has gone up, our NPS has gone up, our wait times and handle times have gone down. It’s been a complete turnaround in that department.
What the story claims, and what we checked
What we compared with the page.
- The figure: less than one minuteCheckedPrinted word for word on the page, near the name of Securityplus FCU.
- The passage quoted aboveCheckedCopied word for word from the page, near the name of Securityplus FCU.
- Securityplus FCU uses TalkdeskCheckedConfirmed line.
- The result itselfNot checkedWe quote it; we did not measure it.
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