Case Study: Affinity Plus Federal Credit Union improves authentication and reduces hold times with Pindrop

Affinity Plus Federal Credit Union boosts authentication to 82% with Pindrop

Affinity Plus Federal Credit Union, a member-owned cooperative with nearly 240,000 members, faced challenges in its call center including high abandon rates, long authentication and hold times, and cross-channel fraud. To address these issues and improve both agent and member experience, they partnered with Pindrop to implement its Caller Authentication and anti-fraud products.

By implementing Pindrop's solutions, Affinity Plus saw significant and rapid improvements. The authentication rate on agent calls reached 82%, average hold times decreased by 80%, and abandon rates dropped from 25-30% to just 5-10%. They also achieved a 45-second reduction in average handle time. These efficiencies reduced agent stress, improved their Net Promoter Score, and provided new visibility into fraud trends across multiple channels.

Affinity Plus Federal Credit Union