Need insights from this business case faster? Check out our Q&A summary below:

  1. What is the business challenge for the credit union?  
    One of the largest credit unions in the US is facing serious outbound call reputation challenges. It frequently makes outbound calls for fraud alerts, customer service and collections, yet many of these calls go unanswered. 
  2. How did TNS identify the issue?  
    TNS analyzed two primary outbound phone numbers, an 800 toll-free customer service line and a local area number, to find that most outbound calls are being flagged as spam or robocalls. This is due to several reasons, including automated call patterns, spam reports and customer complaints. 
  3. What is the recommended solution?  
    Branded Calling, Enterprise Authentication and Spoof Protection, together with a range of best practice calling measures would help the credit union improve its answer rates and customer engagement.

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