Dort Financial Credit Union Improves Upsells, Cuts Escalations 50%, and Ends Agent Attrition With Voice Authentication Technology
By Illuma
November 12, 2024
Dort Financial Credit Union proved the value of voice authentication in reducing escalation calls 50% and creating a member experience that is giving the call center team new opportunities to upsell popular products like credit cards, auto loans, and more. According to call center manager, Terri Evans, “Once that first part of a call has been actually given with excellence and courtesy, then of course that opens up the opportunity for sales. We have recently led in a couple of contests with us versus the branch, where the call center has actually outsold the branch!”
When members are happier with the experience of communicating with the call center, agents can go above and beyond in how they provide service. This includes taking the time to introduce members to more products and services. Other performance benefits include lower abandon rates, fewer escalations, and a complete transformation in the quality of the work experience for agents.
Cutting average authentication time down to 14 seconds has removed friction from the process for Financial Plus Credit Union. The team is able to easily block even well-prepared fraudsters that were a persistent threat without causing any disruption for members. According to Ann, “Because our agents are able to authenticate with voice, each call is a conversation. It is warmer. Escalations are way down. As the contact center manager, I’m the one who deals with the upset members. These days, I don’t even remember when I’ve last had one of those calls.”
About Illuma
Illuma, a Credit Union Service Organization (CUSO), specializes in voice authentication software that replaces traditional knowledge-based authentication practices in call centers. Illuma provides frictionless voice authentication and fraud prevention for credit union contact centers to substantially reduce call handle times, improve member experience, and increase account security.
The company’s platform, Illuma Shield™, continuously analyzes the unique characteristics of the speaker’s voice and calling device using state-of-the-art Signal Processing, Machine Learning, and Artificial Intelligence. This proprietary voice authentication system rapidly and seamlessly validates the identity of callers during natural conversation without requiring security Q&A or spoken password phrases.