Case Study: BCU achieves best‑in‑class 10% contact‑center attrition and significant cost savings with Tethr

BCU uses Tethr to meet enterprise-wide MX goals

BCU, a top-100 U.S. credit union with nearly $6B in assets and 360,000 members, needed a more structured way to measure member experience (MX) and reduce costly contact center friction. To grow and protect revenue, improve agent performance, and drive operational efficiency, BCU implemented Tethr’s AI-powered conversation intelligence platform to convert voice-of-the-member feedback into actionable, unbiased insights.

Tethr ingests calls and chats (from Genesys Cloud and Glia), tags behaviors and sentiments, powers QA automation and custom scorecards, and helps train chatbots and flag compliance issues. As a result, Tethr delivered $100k+ in annual labor savings, reduced contact center attrition to 10% (from ~40%), increased chat and self-service adoption by over 10% (saving $50k in servicing costs), and helped BCU avoid millions in potential fines and brand risk.

BCU

Keith Parris

VP of Contact Center Operations & Technologies