Customers: GECU

A seven-office credit union with more than 235,000 members, GECU consolidated its Loans by Phone and Member Services centers into a single contact center to cut costs and increase efficiency. To ensure that agents still maintained the highest levels of customer service excellence, the credit union adopted Click2Coach^®. In the first year of using the agent effectiveness solution, GECU saw loans grow by $15 million, a 28 percent increase. In addition, member satisfaction scores rose from 5.98 to 6.47 (out of a possible 7) and call abandonment rates fell from 12 percent to 8 percent. Read the complete success story.

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