how a call center managed spikes in call volume and reduced abandon rates

Shai BergerCo-Founder and

CEO Fonolo

How a Credit Union Managed Spikes in Call Volume and Reduced Abandon Rates

Nov 19, 2015 at 2:00 PM ET

Laura ReinholdMSCC Manager

Credit Union of Colorado

Juliet RobinsonMSCC Operations AnalystCredit Union of Colorado

Source: Zendesk

have left a company because of poor phone service.

60%

@fonolo#cctr

say “just ONE unpleasant contact center experience is l ikely to make me take my business elsewhere.”

76%

Businesses LOSE CUSTOMERSevery day by putting them on hold!

Good News!The problem is easily FIXED…

Press 1 to get a call-back from the next agent.

Case StudyCredit Union of Colorado

@fonolo#cctr

• Staffing changes, bad weather and unforeseen surges in demand were occasional causing long hold times.

• In one case, hold times reached 28 minute

The Challenges

• Abandonment rate dropped by 49%

• Caller satisfaction improved

• Agent morale improved

The Results

Fonolo is our safety net, when unforeseen events take place we know it won’t be at the expense of the member experience... we know members are going to be happier, making it easier for our agents to do their jobs.

“ “Laura ReinholdMSCC ManagerCredit Union of Colorado

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