Natco CU Turns the Phone Into Its Strongest Advantage with Eltropy Voice+

What if the phone became your strongest experience advantage instead of your biggest frustration?

Natco Credit Union was facing a growing service challenge: long hold times, broken call queues, limited visibility, and overwhelmed frontline teams trying to manage emotionally charged member conversations without the right tools. Calls sat in overflow queues for nearly an hour, members had no callback options, and employees were left reacting.

Then, Natco reimagined the entire experience with Eltropy Voice +. Members moved through queues in the right order, received callback options that respected their time, and reached support faster during some of their most important financial moments. Managers also gained live visibility into every interaction, with tools like whisper coaching and barge-in support helping teams resolve issues confidently in real time.

The impact was immediate: hold times dropped by 66%, more than 6,200 additional calls were answered, and employees gained a more connected, supported workflow.

What was once Natco’s biggest service frustration became one of its strongest relationship-building advantages, turning every phone conversation into an opportunity to deliver faster resolutions, build trust, and create a more human member experience. 

“Eltropy Voice+ helped us completely rethink the member phone experience. What used to be one of our biggest operational frustrations is now a much more efficient, fair, and responsive experience for both members and employees, said Clarissa Rice, Branch Operations Manager.