Securityplus FCU transforms member service with Talkdesk.

Serving members with a better experience.

Securityplus Federal Credit Union transformed its contact center from a legacy operation into a modern member service experience—reducing wait times, improving NPS, and giving employees the technology and visibility to deliver better service.

Securityplus is a member-owned, not-for-profit financial cooperative headquartered in Maryland. Founded in 1938, it serves nearly 36,000 members and manages nearly $600 million in assets.

For Securityplus, delivering a great member experience means meeting people where they are with consistent, accessible service.

But its legacy contact center made that increasingly difficult. Fifteen agents handled more than 5,000 calls each month on an outdated phone system that lacked integration with other tools. Agents relied on paper files to answer questions, hold times exceeded 20 minutes, and average handle times reached more than 15 minutes.

“We needed to find a partner,” says Jeffrey Gehris, executive vice president, chief strategy and experience officer at Securityplus.

From legacy telephony to a modern contact center.

Securityplus selected Talkdesk Financial Services Experience Cloud for Banking to modernize its contact center and create a more connected member experience.

Talkdesk connected calls with the credit union’s Fiserv DNA core, automatically surfacing member information for agents. Talkdesk Copilot gives employees real-time access to product and service information, eliminating the need to search paper files or switch between screens. “We didn’t just make little changes. We wiped the slate clean,” Gehris says.

From 20-minute waits to less than a minute.

The transformation produced immediate results.

Average hold time fell from more than 20 minutes to less than one minute, with monthly averages reaching as low as 20 seconds. Average handle time dropped from more than 15 minutes to approximately five.

Member satisfaction followed. NPS climbed from negative to a six-month average of 75.

“People want immediate gratification, and they want immediate service,” Gehris says. “That’s what we are now able to provide.”

Giving agents the tools to succeed.

The transformation wasn’t just about members. Talkdesk also changed how Securityplus supports its employees.

Agents now have modern headsets and real-time access to the information they need through Copilot. Supervisors have dashboards that provide visibility into call volumes, wait times, handle times, and team performance.

Quality management has also fundamentally changed. Previously, supervisors evaluated approximately one call per month. Today, 100% of calls receive a quality score, creating more opportunities for coaching and continuous improvement.

“Our employees are so much happier. Our engagement score has gone up, our NPS has gone up, our wait times and handle times have gone down. It’s been a complete turnaround in that department.”

Building the next generation of member service.

Securityplus is now looking beyond contact center modernization toward intelligent, personalized service.

The credit union plans to introduce agentic self-service for routine requests such as checking balances and confirming cleared checks. It is also expanding Copilot to guide agents through more complex member interactions, including opening accounts and applying for loans.

With membership up 6.8% since 2022, the ability to scale service while maintaining a high-quality member experience is increasingly important.

“I can’t say there’s a direct correlation between Talkdesk and membership growth,” Gehris says. “What I can say is the easier we make it to do business with us, the more people will find us and want to do business with us.”

For Securityplus, the goal is simple: make it easier for members to get the help they need while giving employees the tools to deliver it.

“The camaraderie and collaboration coming out of this make us a different organization than the one I joined. Now we have to maintain it; you can’t go backwards.”