Tinker Federal Credit Union (TFCU), established in 1946, is a $1 billion credit union with over 150,000 members. It began serving Tinker Air
Force base in Oklahoma and grew to serve the private and commercial sector as well.

TFCU has 62 agents in their customer care, collections and credit card departments. The customer care center is the main contact point for customers requiring multiple levels of service ranging from simple account information to mortgage and car loan approval.

• Increased call handling proficiency by 33 percent
• Escalated calls decreased by 26 percent
• Cross and up-selling opportunities were capitalized by 5 percent