Case Study: Credit Union of Colorado achieves lower abandon rates and a better member experience with Verint Systems

How a Credit Union Reduced Abandon Rates and Improved the Member Experience

Credit Union of Colorado (CUofCO) needed a more reliable callback solution to handle rising call volumes and prevent member frustration. After seeing strong early results with Verint Callback, the credit union later switched to another system but ran into capacity and visibility issues during a digital banking conversion, leading to missed callback requests, stressed agents, and a worsening member experience.

Credit Union of Colorado returned to Verint Systems and reimplemented Verint Callback to restore dependable service. The result was a more reliable call center experience that had already helped reduce abandonment rates by more than 40 percent, while also lowering average handle time and improving both agent efficiency and member satisfaction.

Credit Union of Colorado

Laura Reinhold

Member Service Contact Center Manager