Case Study: Teachers Mutual Bank achieves improved customer service and operational efficiency with Genesys PureConnect

Teachers Mutual Bank supports growth, improves customer service standards with PureConnect

Teachers Mutual Bank is one of Australia’s largest mutual banks (formerly NSW Teachers Credit Union), serving about 186,000 members with $6 billion in assets across three brands and a 502‑person contact centre that handles more than 35,000 calls a month. The bank needed to support sustained organic and acquisitive growth while improving customer service levels and eliminating paper‑based processes.

Since deploying Genesys PureConnect in 2010, Teachers Mutual Bank has used call recording, IVR, screen pops, web chat, SMS callbacks and the Optimiser workforce forecast to streamline workflows and route callers to the right agents. The changes cut loan authorisation processing from over a week to about 30 minutes, saved the equivalent of five full‑time staff each day through automated call drop‑ins, and delivered measurable improvements in contact‑centre efficiency and member experience.

Teachers Mutual Bank

Gerard Smith

Senior Manager Digital