Case Study: Essential Federal Credit Union speeds response times and improves customer engagement with RingCentral Contact Center

RingCentral Contact Center Speeds Credit Union's Response Times, Improves Customer Engagement, and Saves Staff Time

Essential Federal Credit Union, a community-focused credit union in Baton Rouge serving over 35,000 members, needed a more sophisticated call center to sustain high-quality service as it grew. While RingCentral MVP gave reps softphone capability and more availability, the credit union lacked visibility into who was taking calls, call durations, peak times, and agent performance—leading to staffing inefficiencies and longer hold times.

Deploying RingCentral Contact Center added real-time call monitoring, detailed reporting, disposition tracking, and forecasting, enabling better resource allocation and performance management. As a result, Essential FCU sped response times, improved customer engagement, saved staff time, and optimized staffing (for example, by reallocating resources when nighttime call volume proved low).

Essential Federal Credit Union

Catrice Lee

Call Center Manager