Case Study: a 90-year-old credit union reduces average handle time 66% with Pindrop

a 90-year-old credit union cuts average handle time 66% with Pindrop

The customer, a 90-year-old credit union, faced a rising volume of sophisticated fraud attempts and an inefficient call center process. Suspecting targeted campaigns from repeat fraudsters, the credit union needed to reduce average handle time for its agents and improve security. They implemented Pindrop's Protect and Passport solutions to address these challenges.

By using Pindrop, the credit union streamlined its call handling process, enabling agents to quickly identify and authenticate callers. This resulted in a 66% reduction in average handle time, from 54 seconds to 18 seconds, within the first 90 days. Furthermore, Pindrop's solutions led to an 88% reduction in fraud incidents within the call center channel and significantly improved both member satisfaction and agent experience.