Case Study: BCU improves member experience and cuts contact‑center attrition to 10% with Tethr

Introducing the new experience: BCU listens to member owners like never before

BCU, a top‑100 U.S. credit union with nearly $6B in assets and 360,000 members, needed a more structured way to turn member feedback into action to grow revenue, improve agent performance, and meet enterprise MX goals. Traditional post‑interaction surveys fell short, so BCU implemented Tethr’s AI‑powered conversation intelligence platform to capture voice‑of‑the‑member data and surface the drivers of NPS, repeat calls, and digital adoption.

Using Tethr alongside Genesys Cloud and Glia, BCU ingests and tags calls and chats to identify behaviors, sentiments, repeat‑call drivers, and compliance gaps, enabling targeted coaching, policy changes, chatbot training, and QA automation. Tethr helped BCU achieve 100% conversation QA coverage and $100k+ annual labor savings, a 10% contact‑center attrition rate (vs. ~40% industry average), a 10%+ increase in chat/self‑service adoption (saving $50k+ in servicing costs), and reduced compliance and brand risk—avoiding potentially millions in fines.

BCU