Client Overview
Community First Bank of Indiana (CFB Indiana) is a community-focused financial institution offering personalized service across its branch network. To meet growing customer service demands, it sought a more efficient, centralized approach to call handling.
The Challenge
Previously, incoming calls were routed to individual branches and the operations team, resulting in inconsistent service and no visibility into call data. Employees were overwhelmed, juggling customer inquiries alongside in-person interactions and operational tasks. “We had no way to track call volume or response times. Without visibility, it was impossible to know where we needed to improve,” said Bea Wiles, SVP and COO.
LinkLive Resolution
CFB Indiana implemented LinkLive to consolidate call handling into a centralized contact center staffed by trained agents. The platform introduced intelligent call routing, real-time dashboards, and call disposition codes—giving teams insight into call types and volumes. Warm transfers ensured smoother handoffs, and the bank began testing secure online chat to expand digital support options.
Result
Call Volume Shift
Agents now handle 200–270 calls daily, significantly reducing pressure on branch staff.
Operational Visibility
Supervisors can track call trends and performance in real time to guide improvements.
Improved Experience
Customers receive faster, more consistent support across all banking channels.