# 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](https://www.talkdesk.com/customers/securityplus-fcu/). Captured by usedby on 2026-10-09.

- Company: [Securityplus FCU](https://www.usedby.ai/companies/securityplus-fcu.md)
- Tool: [Talkdesk](https://www.usedby.ai/tools/talkdesk.md)
- Teams: Supervisors

## What the story says

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.

> 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.

- **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.”

> 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.
>
> Jeffrey Gehris, executive vice president, chief strategy and experience officer

Source: [talkdesk.com](https://www.talkdesk.com/customers/securityplus-fcu/), captured 2026-10-09.

## What usedby checked

We compared the story with its live page on 2026-10-09.

- Checked: the figure less than one minute is printed word for word on the page, near the name of Securityplus FCU.
- Checked: the passage quoted above is copied word for word from the page, near the name of Securityplus FCU.
- Checked: Securityplus FCU uses Talkdesk. Confirmed line. Latest check across sources: 2026-10-09.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/securityplus-fcu-talkdesk · How we check: https://www.usedby.ai/methodology