Case Study: Oportun reduces quality management workload by 50% with Cresta

How Oportun transformed QM and reduced workload by 50% with Cresta

Oportun, a mission-driven financial technology company, struggled with inefficient quality management processes due to limited resources and outdated technology. Their legacy methods involved resource-intensive sampling that failed to provide real-time coaching opportunities or a holistic view of agent performance, creating potential risk vulnerabilities. To address this, they sought a solution from Cresta and implemented its Conversation Intelligence and Agent Assist products.

With Cresta, Oportun transitioned to a dynamic, agent-centric coaching model, moving away from a punitive quality assurance approach. The AI-powered platform provided real-time coaching and insights, enabling 100% quality assurance coverage. This transformation resulted in a 50% reduction in workload for the quality management team, alongside decreased agent attrition and more rapid onboarding for new hires.

Oportun

Veronica Semler

Vice President of Member Servicing