Case Study: Idaho Central Credit Union achieves 19% NPS increase to 92% with Calabrio predictive analytics

Predictive analytics helps increase NPS by nearly 20%

Idaho Central Credit Union, a $6+ billion institution serving over 425,000 members, wanted to raise already strong contact-center performance—moving NPS from the mid‑60s/70s to 80–90%, lift QA scores slightly and boost overall sentiment—yet found its weekly Excel scorecard ignored by agents. The challenge: deliver real-time, actionable quality and sentiment metrics (including predictive NPS) that agents and supervisors could use immediately, even as call volumes unexpectedly spiked during COVID‑19.

Leaders deployed Calabrio predictive analytics on metadata from 1,000+ calls with NPS feedback to generate agent-level predictive NPS, then replaced the old email scorecard with a visual, online dashboard accessible to all agents and supervisors. With on-demand insights, agents self‑assessed and improved interactions, driving NPS up 19% to 92% (adding 104,000 promoters) in about two months—surpassing goals despite pandemic-related call surges.

Idaho Central Credit Union

Brian Bunderson

Member Contact Center Manager