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14% increase in self-service education
80% reduction in QA staff time allocation
30x increase in number of insights captured
Data-Driven MX
Ensure a uniform member experience throughout the contact center.
To achieve these aggressive goals, BCU is committed to developing the highest standard of excellence and scaling it across its team of 65 call center agents. As an organization, BCU measures ROA, NPS and operating expenses as trackable metrics. As a department, Member Relations considers NPS its north star. Like most organizations, post-interaction surveys have historically not provided the level of insight needed to drive BCU enterprise-wide goals.
A major pain point for all credit unions is the fact that members prefer to call for help vs. using self-service solutions to solve a problem. BCU is no exception and has stated organizational goals to increase self-service transactions. With millions of uncaptured data points coming into the call center, BCU needed to dive deeper into the everyday conversations occurring with their members. BCU understood that their members were providing valuable feedback on both their strengths and opportunities with every single customer call. However, BCU was not able to capture and convert that feedback into structured, unbiased data using its current tools. The BCU team felt a deeper dataset could be uncovered through the use of Tethr’s AI-powered communications intelligence platform. If BCU could understand why member owners felt and acted a certain way, they could build strategies to drive toward BCU’s 2020 goals and beyond. As a fellow member of CEB’s customer contact leadership group, BCU was introduced to Tethr and recognized the opportunity to transform its unstructured data into actionable insights.
Within a matter of months, Tethr helped BCU develop a new lens into member service they couldn’t even fathom before.
The biggest gain to date is the ability to unlock the unstructured data in customer calls, meaning the Member Relations team can say they’ve hit their objective by bringing Tethr on as a business partner.
Tethr has proven its value to BCU through its efforts in the call center. BCU will be expanding its use of Tethr to six additional function areas. They now want to apply Tethr to areas in non-phone call channels, such as chat, video chat and secure email channels. Tethr will also help BCU drive cost mitigation efforts through an increase in self-service, decreased handle times, repeat callers and member pain points. Finally, Tethr will help BCU drive a deeper relationship with member-owners in the form of proper membership experiences, financial wellness education and retention.