Case Study: Technology Credit Union achieves 100% call recording, compliance and improved member service with VPI

VPI's Innovative Call Recording Technology Simplifies Compliance and Improves Customer Service at Tech CU

Technology Credit Union, a Silicon Valley financial institution with more than $1 billion in assets, needed to upgrade its call recording capability to meet strict compliance, dispute‑resolution and quality‑assurance requirements. Facing the need to reliably record 100% of member interactions across Sales, Service and Collections and retain them for years, Technology Credit Union selected VPI’s state-of-the-art digital call recording solution for its technology, reputation and lower long‑term cost of ownership.

VPI implemented a full‑time, searchable digital recording system (deployed Dec 2003) that captures about 35,000 calls per month across 40 agents and allows indefinite storage and instant retrieval. The VPI solution improved regulatory compliance and dispute resolution (example: resolving a contested stop‑payment), boosted training and quality control, provided marketing intelligence for executives, and increased agent productivity — delivering measurable results in call capture (100% of calls), accessibility and operational insight.

Technology Credit Union

Cindy Smith

VP, Sales and Service