Case Study: Verve Credit Union improves quality monitoring and member satisfaction with CallFinder

Verve, a Credit Union boosts member experience from 4.31 to 4.70 with CallFinder

Verve, a Credit Union, faced significant challenges in its call center's quality monitoring process. Their manual system was extremely inefficient, limiting reviews to just five calls per agent monthly and requiring quality assurance leads to spend hours on each evaluation. This manual approach prevented comprehensive performance insights, offered no analytics for tracking call topics or sentiment, and pulled agents away from their duties for reviews, hindering coaching and development.

The credit union implemented CallFinder's automated call scoring solution, which was integrated within four weeks. The system automated the scoring of thousands of calls, provided sentiment analysis and searchable transcripts, and enabled detailed agent trend analysis. The results were substantial: the member experience score rose from 4.31 to 4.70, one agent halved their below-expectation calls, and monitoring capacity exploded from a handful to thousands of calls per agent. CallFinder transformed Verve's QA from a manual burden into a data-driven, efficient process that improved both member satisfaction and agent performance.

Verve, a Credit Union