Affinity Plus Federal Credit Union Sees Big Impact with Pindrop

The challenge

Reducing abandon rates, hold times, time for authentication, voice and cross-channel fraud, agent stress, and costs.

The solution

Improving both agent and member experience.

So much accomplished in such little time

By implementing Pindrop’s Caller Authentication and anti-fraud products in their call center, Affinity Plus saw pre-enrollment value for their customers based on low-risk calls directly after implementation. Spending extra time on the design and plan for the rollout helped tremendously with adoption, delivering outstanding results. And they didn’t have to do it alone—Pindrop’s experts played a significant role in the implementation process.

Pindrop provided additional insights into fraud cases showcasing how the system worked. That assistance and education gave us confidence in the system. We took Pindrop’s best practices and then adjusted them based on Affinity Plus’ needs.Jenny Neubeck, Director of Remote Services

Hold times decreased, and member base went up with a better experience

The biggest improvement from the Pindrop relationship came in the area they cared about the most: Member experience. Within just 3 months, about 56% of their member base was already enrolled, allowing for a more frictionless identity and authentication process.

Using low risk and profile match authentication, they have achieved an 82% authentication rate on total agent calls; The average hold times improved by 80%, decreasing to less than 1 minute; The abandon rates dropped from 25-30% to only 5-10%. They also experienced a 45 second reduction in average handle time (AHT) year over year since implementing Pindrop Caller Authentication.

As a result of Affinity Plus increasing their efficiency, agent workdays are far less hectic and less stressful, they can finally breathe. Agents are given more time to focus on their career development plus other member communication channels can be supported, such as the chat and texting channels. Affinity Plus utilizes Net Promoter Score (NPS) to measure their member satisfaction. As a result of the Pindrop relationship, that score was bolstered. Specifically, the “prompt service” component showed the biggest improvement.

Prior to working with Pindrop, we had no visibility but now we can recognize and categorize different types of fraud—not only via the phone channel but also mobile deposit and online banking—and identify trends.Erinn O’Keefe, Fraud Analyst, Affinity Plus