Case Study: Collins Community Credit Union achieves 50% reduction in abandoned calls and a unified contact center with Talkdesk

People helping people: A contact center upgrade that helped a credit union stay true to it’s vision

Collins Community Credit Union, founded in 1940 and serving members across Iowa, Illinois and Wisconsin, puts “people helping people” at the center of its mission. However, an antiquated contact center left the credit union stuck with only high-level metrics, manual QA in spreadsheets, poor multi-channel support and high abandonment and dropped-call rates—making it hard to meet members where they wanted to communicate.

By deploying Talkdesk’s Financial Services Experience Cloud (Voice IVR, Autopilot, Copilot and Customer Experience Analytics) into a single-pane agent experience, Collins unified channels, automated FAQs and gained real-time insight into sentiment and trending issues. Results included a drop from 182,000 to 130,000 calls year-over-year, abandonment cut in half (30% to 14.5%), a 28.5% decrease in dropped calls, ~150 Autopilot FAQ uses daily, a 4.8/5 NPS in month one, faster verification via voice biometrics and clearer data-driven staffing and coaching.

Collins Community Credit Union

Brian Burton

Member Contact Center Operations Analyst