Case Study: Snap Finance reduces average handle time 40% with Cresta
Key results
The challenge
Snap Finance was growing 40 to 50% year over year and needed to scale its contact center with better reporting, visibility, and quality management across a global, multi-channel operation. Existing workforce-management and QA processes were manual and inconsistent.
The solution
Snap deployed Cresta's Conversation Intelligence, AI Agent, Agent Assist, and automated Quality Management to shift volume from voice to digital, guide agents in real time, and score all calls automatically.
“We were experiencing 40 to 50% growth year over year.”
MMMike MossmanSenior Vice President of Customer Service and Collections, Snap Finance
The results, in context
Snap Finance reduced average handle time by 40% and lifted its deflection rate from 6% to 33%, a 5.5x improvement in containment, while CSAT rose 23%. Quality management moved from random sampling to 100% automated QA on all calls.