Cómo usa Securityplus FCU Talkdesk
less than one minute
“Average hold time fell from more than 20 minutes to less than one minute”
Tal como se publicó en talkdesk.com. Verificado por usedby el 9 oct 2026.
Qué pasó
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.
Resumen escrito por usedby a partir de la página de origen, en inglés. Las cifras son de Talkdesk y de Securityplus FCU, no nuestras.
- 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.
Lo que dice la historia, y lo que verificamos
Lo que comparamos con la página.
- La cifra: less than one minuteVerificadoImpresa palabra por palabra en la página, cerca del nombre de Securityplus FCU.
- El pasaje citado arribaVerificadoCopiado palabra por palabra de la página, cerca del nombre de Securityplus FCU.
- Securityplus FCU usa TalkdeskVerificadoLínea de nivel Confirmado.
- El resultado en síNo verificadoLo citamos; no lo medimos.
Más historias
Misma empresa, misma herramienta o mismo sector.
