News : Credit Union of Colorado Reduces Abandonment Rates with Fonolo Call-Backs
Toronto, ON, Canada, Nov 10, 2015 -- Fonolo, the company that improves the call center experience by replacing hold time with a call-back, announced that Credit Union of Colorado has implemented its call-back solution which has resulted in a reduction in abandon rate, an improved calling experience, and increased agent morale.
Credit Union of Colorado is focused on delivering superior member service. After adding Fonolo’s In-Call Rescue solution to its call center, members can now "press 1 to receive a call-back" rather than wait on hold, without losing their place in line. When their turn arrives, the member’s phone will ring and there will be a live agent on the line.
After implementing Fonolo, Credit Union of Colorado decreased its abandonment rate. The contact center benefited in terms of cost savings and efficiencies and members are thrilled with the improved calling experience – truly a win-win situation.
"We’re extremely happy to be a part of the customer experience strategy at Credit Union of Colorado," said Shai Berger, CEO, Fonolo. "Our mission at Fonolo is to make it easy for call centers to add features like call-backs, virtual queuing and visual IVR with minimal effort. These extraordinary results illustrate that contact centers can immediately benefit from a cloud-based approach."
Posted by Veronica Silva Cusi, news correspondent
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Fonolo helps organizations improve the call center experience for their customers while reducing costs. A growing list of organizations, including the Royal Bank of Canada (RBC), have discovered the value of using Fonolo to connect their call center with their web site. The privately held, Toronto-based company, has received numerous awards, including "50 Best Websites" from Time.com, "Best New Product" from Emerging Communications Conference, "Judges' Choice" from GigaOm's Mobilize Conference, "Top Telecom Idea" from Springwise and "Top 25 Canadian IT Up and Comers" from the Branham Group.
Published: Thursday, November 12, 2015