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Insight Center Credit Union

Industry knowledge to help you grow your business

Harland Clarke Assists 300% Call Volume Spike during High-Impact Conversion

SF Fire Credit Union, founded in 1951 by San Francisco firefighters, with core values deeply rooted in trust, innovation, and member service excellence, sought to convert its 45,000 active online banking members to a new online and mobile banking platform.

Download the case study to learn how Harland Clarke’s Contact Center Solution team provided the client-focused, best-in-class support SF Fire Credit Union needed to effectively manage its conversion:

  • 13,156 calls taken by Harland Clarke
  • 74% requesting Conversion assistance
  • 88% handled by Harland Clarke — only 12% transferred to credit union’s internal team
  • 7 minutes average handle time
  • 93% answer rate