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Un outil, une entreprise

Comment Securityplus FCU utilise Talkdesk

less than one minute

“Average hold time fell from more than 20 minutes to less than one minute”

Tel que publié sur talkdesk.com. Vérifié par usedby le 9 oct. 2026.

Ce qui s’est passé

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.

Résumé rédigé par usedby à partir de la page source, en anglais. Les chiffres sont ceux de Talkdesk et de Securityplus FCU, pas les nôtres.

  • 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.

Extrait de la page. talkdesk.com

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, Securityplus FCU. Source

Ce que dit le témoignage, et ce que nous avons vérifié

Ce que nous avons comparé à la page.

  • Le chiffre : less than one minuteVérifiéImprimé mot pour mot sur la page, près du nom de Securityplus FCU.
  • L’extrait cité plus hautVérifiéCopié mot pour mot depuis la page, près du nom de Securityplus FCU.
  • Securityplus FCU utilise TalkdeskVérifiéLigne de niveau Confirmé.
  • Le résultat lui-mêmeNon vérifiéNous le citons ; nous ne l’avons pas mesuré.

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