Case Study: Connect First Credit Union improves call center efficiency with Interface

Connect First Credit Union - Customer Case Study

Connect First Credit Union, a Canadian credit union serving more than 125,000 members, was struggling with inefficient call center operations. Legacy processes, inconsistent policy application, uneven responses to common questions, and heavy supervisor dependency were driving longer wait times, lower first-call resolution, and rising training and operating costs. Interface provided its digital assistant solution, Iris, to help address these call center challenges.

With Iris from Interface, agents were able to get instant answers and follow standardized processes during member interactions, improving speed and consistency while reducing reliance on supervisors. The results included a 50% reduction in average wait time, a 20% reduction in average handling time, a $300K reduction in operational costs, a 22% increase in frontline productivity, a $72K+ drop in new hire training costs, a 15% improvement in member satisfaction, and a 5% increase in referrals.

Connect First Credit Union

Joe Shenfield

Manager