Case Study: Delta Community Credit Union triples QA sample size with KnoahSoft Harmony

Delta Community Credit Union - Customer Case Study

Delta Community Credit Union, Georgia’s largest credit union serving over 275,000 members, faced limited call recording and QA capacity as it brought its contact center operations in-house. The existing tools produced low-quality long recordings that made QA slow (45–60 minutes per call), so Delta Community selected KnoahSoft and its Harmony call recording, quality assurance, and coaching solution to improve compliance, coaching, and overall member experience.

KnoahSoft implemented 140 seats of Harmony across the enterprise, enabling Delta Community to triple its monthly QA sample size to about 500 calls without increasing staff, and expand recording and monitoring to five additional departments (Card Services, eBusiness, Consumer Lending, Recovery Services and Back Office tellers). The Harmony system’s scorecards and coaching tools improved agent feedback and member experience, and independent research recognized Delta Community as a world-class call center.

Delta Community Credit Union