Heritage Federal Credit Union: Turning the Contact Center into a Growth Engine
Heritage has used voice AI to exceed 151% of its annual loan growth target, deepen member relationships, and set the stage for virtually limitless expansion.
Key Takeaways
- ✓ 2.5x Increase in YOY loans,now at 151%+ ofannual target, with 25% less staff
- ✓ 2x More volume handled—with 20% more workforce efficiency and no extra headcount
- ✓ 100% Member interactions automated or enhanced by AI
- ✓ 18% Decrease in average handle time
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