Case Study: Midwestern Credit Union achieves faster service levels and staffing efficiency with Calabrio ONE (Calabrio)

Midwestern Credit Union gains contact center efficiency with Calabrio ONE

A Midwestern credit union with roots back to 1931 and more than 145,000 members needed to modernize and streamline contact center scheduling and quality assurance across multiple locations and remote agents. After moving to VoIP, the organization found its legacy Monet workforce management system lacked real‑time data, making administration, supervision and performance tracking cumbersome.

The credit union implemented Calabrio ONE (Calabrio Quality Management and Workforce Management), giving supervisors real‑time visibility to plan staffing, evaluate interactions and make adjustments. Results included improving service levels from 80% of calls answered within 45 seconds to 80% within 30 seconds, reducing schedule‑creation time by about 4 hours per week, achieving forecast accuracy above 90%, and delivering more consistent customer service and higher agent satisfaction.

Midwestern Credit Union