Case Study: Credit Union of Colorado achieves 91% agent conformance, expanded quality management and $13,600 annual savings with Calabrio ONE Cloud & Calabrio Analytics

Credit Union of Colorado Migrates to the Cloud and Adds Calabrio Analytics

Credit Union of Colorado, a 130,000-member financial institution with $1.63 billion in assets, migrated from on‑prem Calabrio ONE to Calabrio ONE Cloud in 2019 and added Calabrio Analytics to gain deeper operational insight. Contact center leaders sought to expand quality management (QM) initiatives and make agent performance data actionable and available more frequently than their previous monthly cadence.

Leaders involved agents in designing a new QM scorecard, rolled out customized performance dashboards, increased quality monitoring to enable predictive scoring, and ran a Calabrio‑powered study of 22,000 calls. The study revealed 22% of calls had at least one hold with an average hold of 2.54 minutes, prompting process changes (automation of pay activations, online loan status, agent training for wire transfers) to cut holds and speed handling. Agent conformance rose quickly—over 10% initially, reaching 80% in January 2020 and 91% by July 2020—and the credit union also saves about $13,600 annually by eliminating inbound agent insurance licensing.

Credit Union of Colorado