customer stories
Collins Community Credit Union puts member experience first—and that means delivering information the way members want it.
USE CASE
Service & Support
INDUSTRY
Financial Services & Insurance
INTEGRATION
Financial Services Experience Cloud
KEY METRIC
↑ Autopilot empowering customer to a 89% self-service rate
↓ 50% reduction in abandoned calls
↓ 28.5% decrease in dropped calls
People helping people.
Collins Community Credit Union was founded in 1940 with the philosophy of “people helping people.” That vision continues today by giving members in Iowa, Illinois, and Wisconsin a financial alternative to traditional banking and making a difference in the lives of its members, employees, and communities.
"Since all Talkdesk products fall under one platform we have gained a unified solution that has exceeded our needs and has transformed our contact center."
Brian Burton Member Contact Center Operations Analyst at Collins Community Credit Union
An Improved Member Experience Across the Board.
The way Collins Community Credit Union functions today is 100% different than before. Previously, they only had access to high-level metrics like call volume, average call length, and abandonment rate. They’ve since gained data and visibility into those calls, allowing them to better understand conversation topics and customer sentiment.The results these Talkdesk tools have provided have been incredible.
