We’re excited to share with you our most recent success story featuring Ascend Federal Credit Union. With $1.845 billion in assets, Ascend Federal Credit Union (FCU) is the largest credit union in Middle Tennessee, and one of the largest federally chartered credit unions in the United States.
With a proud focus on their member experience, Ascend kept a keen eye on the contact center. Realizing that the experience starts the moment a member phones in, Ascend FCU watched queue times and listened closely to member feedback. The results revealed that members were dissatisfied with long queue time. Ascend quickly sought a way to reduce hold time and improve the member experience on the voice channel.