Back to Case Studies Optimized workforce management, performance management, coaching, and scheduling to drive cost reductions.
Credit Union Contact Center Case Study: $1.2M Benefit
The consultants at Summit Trails partnered with a leading credit union service provider to improve contact center efficiency, agent development, and workforce management. Through implementation of a custom performance management system, structured coaching, process optimization, and improved scheduling, the initiative reduced attrition, cut $300K in overtime costs, and delivered a $1.2M guaranteed benefit.
$0M in Savings
Optimized workforce management, performance management, coaching, and scheduling to drive cost reductions.
$0K OT Reduction
Eliminated inefficiencies, improved scheduling, and implemented better staffing models.
0% Improved Training Time
Streamlined training programs to accelerate agent readiness and performance.
About CO-OPFS
CO-OP Financial Services is a premier provider of payments and technology solutions for credit unions across the U.S. With a focus on innovation and member experience, CO-OP supports thousands of credit unions by enhancing their contact center operations, payment processing, and digital banking solutions.
Industry
Financial Services
Location
United States
Size
3,400 Employees
Background
Improving Contact Center Efficiency & Retention
The client faced increasing attrition, ineffective coaching, and underutilized workforce management tools, leading to high costs and inconsistent performance. Service levels were declining and their many valued clients were getting frustrated.
Project Details
Driving Workforce Optimization & Coaching Excellence
The consultants at Summit Trails conducted a two-week operational analysis to assess the client’s challenges and develop a multi-workstream implementation plan. They introduced structured coaching models, redesigned agent schedules for 200+ agents, and improved WFM practices. A call segmentation model was implemented to streamline interactions, along with process enhancements such as eliminating unnecessary verifications and scripting more efficient call closings. Leaders received training on active supervision techniques, improving agent support and engagement. Additionally, the team deployed a performance management system and a System for Managing (SFM), ensuring lasting improvements in scheduling, service levels, and employee development.
Summit Trails Difference
Elevating Operational Excellence
The consultants at Summit Trails bring an unparalleled depth of experience, averaging over 20 years in performance management and operational excellence. Our solutions are built on a foundation of proven activity-based management principles, seamlessly enhanced with cutting-edge AI technology to deliver real, measurable results. We specialize in weaving a golden thread of connection between the C-Suite and frontline teams (the employees we like to call the A-Team!), ensuring alignment, engagement, and shared purpose at every level of the organization.
Our platform isn’t just about metrics—it’s about empowering employees through personalized coaching and development, fostering a culture of growth and collaboration. By integrating innovative tools with strategic insights, we enable organizations to unlock their potential, improve decision-making, and achieve lasting operational success. With Summit Trails, you gain more than a solution—you gain a partner dedicated to helping your business and its people thrive.
