Case Study: Seattle Metropolitan Credit Union boosts quality monitoring and compliance with Envision Click2Coach Cloud

Seattle Metropolitan Credit Union - Customer Case Study

Seattle Metropolitan Credit Union (SMCU), a long-standing local credit union serving a fast-growing Seattle community, needed a better way to understand member needs, improve service quality, and stay compliant with NCUA regulations. Its manual QA process depended on agents initiating recordings, lacked a formal review structure, and did not provide the budget for a traditional on-premise workforce optimization solution. SMCU turned to Envision and its Click2Coach Cloud solution to address these challenges.

With Envision’s Click2Coach Cloud, SMCU moved to recording 100% of member interactions, automated its QA process, and expanded recording from member care to compliance. The solution also provided analytics, eLearning, coaching, call recording, and screen capture in the cloud at a lower monthly cost, helping supervisors monitor and train agents more effectively. As a result, SMCU saw increased member satisfaction, stronger employee accountability and engagement, and improved compliance.

Seattle Metropolitan Credit Union

Lynn Roberts

Contact Center Manager