Case Study: Credit Unions improve operations and cut hiring time with TTEC process improvement workshops

Credit Union Works Hard to Stay on Top

TTEC worked with Credit Unions, a top-rated U.S. credit union, to protect its high customer satisfaction while improving internal operations across branches, the contact center, and the IT help desk. The organization needed to reduce inefficiencies, speed up service, and strengthen employee and customer experiences.

TTEC led rapid, cross-functional process improvement workshops to analyze workflows, set goals, and redesign key processes. The results included $600,000 in cost savings from two projects, a 60% reduction in hiring time, a 30% reduction in IT help desk inquiries through self-service, and faster customer response times in the contact center, alongside higher employee engagement and satisfaction.