Case Study: OnPath FCU reduces call wait times with Eltropy Voice+

OnPath FCU cuts call wait times to under 2 minutes with Eltropy Voice+

OnPath FCU, a credit union, faced significant contact center challenges following a major merger, which resulted in long wait times, high abandoned call rates, and frustrated members. To address this post-merger chaos, they partnered with the vendor Eltropy and implemented its solution, Eltropy Voice+.

By deploying Eltropy Voice+, OnPath FCU streamlined call routing and improved operational efficiency. The results were achieved in just three months and included a dramatic reduction in average call wait times from over five minutes to under two minutes, a drop in call handle time from 5.5 minutes to under 4 minutes, and fewer abandoned calls. Eltropy enabled the credit union to transform its contact center into a strategic asset for future growth.

OnPath FCU