Client Profile:
Headquartered in Oshkosh, Wisconsin, Verve, a Credit Union, serves approximately 65,000 members across 20 branches throughout Wisconsin and Chicago, Illinois. The credit union’s service center is required to maintain rigorous quality standards while managing high call volumes. Agent performance is measured primarily through call volume and quality metrics, which together account for 90% of agent scoring. Additional performance factors include upsells, training completion, and personal development goals.
Challenges:
Prior to implementing CallFinder, Verve faced three critical operational challenges in their call center:
Inefficient Quality Monitoring Process
The credit union’s quality assurance team was severely limited by their manual review process. Because the team could only evaluate five calls per agent per month, gaining comprehensive insights into agent performance was not possible. Quality assurance leads spent an exhaustive amount of time listening to individual calls, often having to replay them multiple times due to interruptions. The process was so time-consuming that some calls required as many as 82 reviews to complete the evaluation process, creating a significant drain on resources and limiting the team’s ability to focus on improvement strategies.
Key Points:
- Quality assurance leads limited by manual review of 5 calls per agent
- Often had to replay calls multiple times, as many as “82 times” for some calls
- Focus and resources taken away by excessive time reviewing calls
- Unable to gain comprehensive performance insights to improve call center
Limited Analytics Capabilities
Verve’s previous, all manual system provided no mechanisms for identifying or tracking call topics, leaving them unable to respond to leadership inquiries about specific call types or emerging trends. The lack of analytics capabilities meant they couldn’t measure call sentiment or emotional content, crucial factors in understanding member satisfaction. Without searchable call transcripts, the team struggled to identify specific issues or concerns that needed immediate attention, making it difficult to address systemic problems or improve service delivery proactively.
Key Points:
- No system for identifying or tracking call topics
- Unable to respond to leadership inquiries about specific call types or trends
- Lacked any kind of call sentiment or emotion analysis data
- No capability to search call transcripts for specific issues or concerns
Resource Allocation Issues
The existing quality monitoring system required pulling agents away from their primary duties to participate in call review sessions, significantly impacting productivity. This approach not only reduced the time available for actual coaching and development but also created inefficiencies in tracking performance across different experience levels and queue paths. The team found themselves spending more time on administrative tasks related to call review than on meaningful coaching interactions, limiting their ability to drive real performance improvements.
Key Points:
- Required pulling agents off phone duties to participate in call review sessions
- Reduced time available for actual coaching and development
- Unable to efficiently track performance across different experience levels and queue paths
- Limited ability to identify and address systemic issues quickly
Solutions:
After careful evaluation, Verve, a Credit Union selected CallFinder’s automated call scoring system. The implementation included:
Streamlined Integration in 4 Weeks
- Complete system deployment within four weeks
- Overlay technology that required no changes to existing phone systems
- Simple installation process with no extra resources needed
- Seamless integration with current call recording system
User-Friendly Implementation
- Team leads completed training within one hour
- Immediate access to reporting capabilities
- Secure reporting environment with no risk of data deletion
- Bi-weekly check-ins with dedicated analyst for ongoing support
Comprehensive Monitoring Features
- Automated scoring of thousands of calls to save time
- Agent trend analysis capabilities to get ahead of issues
- Sentiment and emotion analysis for context
- Searchable call transcripts for issue identification
Results:
Quantitative Improvements
Member Experience Transformation
- Member experience score increased from 4.31 in January to 4.70 in June
- One agent reduced below-expectations calls from 15% to 7.5%
- Another agent improved performance from 45% to 51% within one week
- Monitoring capacity increased from 5 calls per agent monthly to thousands of calls
Operational Efficiency
- Reduced quality monitoring time from hours to minutes
- Enabled review of call trends by day, week, and month
- Achieved 24-hour issue resolution for system problems
- Increased coaching efficiency across all experience levels
Agent Development
- Identified specific improvement areas such as speaking pace and enunciation
- Tracked performance across different queue paths and experience levels
- Monitored critical script elements and soft skills
- Improved new agent onboarding and training effectiveness
Our member experience score has gone from 4.3 in January to a 4.7 in June, because we’ve been able to focus on soft skills.
cheryl beams, service center manager
Qualitative Improvements
Enhanced Coaching Capability
- Shifted focus from manual review to targeted coaching
- Identified specific areas for improvement through subcategory scoring
- Enabled immediate response to trending issues
- Provided data-driven insights for performance improvement
Improved Issue Detection
- Rapid identification of system issues through transcript search
- Better understanding of call sentiment and emotion analysis
- Ability to track and respond to emerging trends quickly
- Enhanced monitoring of de-escalation techniques and word choices
Leadership Benefits
- Data-driven proof of performance for management
- Quick access to key metrics and trends
- Improved resource allocation for coaching
- Better insights into team performance across experience levels
Conclusions
The implementation of CallFinder has fundamentally transformed Verve Credit Union’s quality assurance process, delivering measurable improvements in member satisfaction, agent performance, and across multiple operational areas:
Operational Excellence
- Dramatically reduced time required for call monitoring
- Increased coverage from samples to comprehensive review
- Enabled data-driven decision making
- Improved resource allocation for coaching and development
Member Experience Enhancement
- Significant improvement in member satisfaction scores
- Better monitoring of soft skills and communication
- Faster response to member issues
- Enhanced quality consistency across all interactions
Scalable Solution
- Potential for expansion to sales call center
- Applicability to collections team operations
- Capability to support loan support groups
- Adaptability to various call monitoring needs
Strategic Value
- Improved data visibility for management
- Enhanced training effectiveness
- Better resource utilization
- Stronger performance management capabilities
The success of this implementation has led Verve to consider expanding CallFinder’s use across multiple departments, including sales, collections, and loan support teams, demonstrating the solution’s versatility and value in improving customer service operations across any organization.
