#contactcenterworld, @fonolo
Toronto, ON, Canada, Oct. 19, 2021 -- Linn Area Credit Union has achieved a reduction in abandonment rate despite a massive increase in call volume caused by the onset of the COVID-19 pandemic and a major staffing transition. According to a new report, the credit union achieved this success by leveraging Fonolo's Voice Call-Backs solution.
Rich Head is the Vice President of Information Technology at Linn Area Credit Union. He says that the organization had doubled its call center staff to meet call volume demands. In search of a strategic solution, they connected with Fonolo, a provider in cloud-based call-back solutions.
In January 2020 — only weeks away from the first COVID-19 lockdown — they launched Fonolo Voice Call-Backs in their contact center. "With Fonolo, we saw an impact with members and staff in the first week of deployment," says Head. "[The] immediate feedback was that both groups loved the solution."
Gorman credits call-backs for helping them mitigate call volumes, allowing their team to ramp up training without sacrificing service. "I shudder to think what our statistics would have looked like without Fonolo," she says.
Shai Berger, CEO at Fonolo, says the pandemic was a huge wake up call for businesses. "We're so glad that we could support Linn Area Credit Union and our other customers during this challenging time," says Berger. "It really drives home how important it is to have the right tools and technology in place, so your operations have a safety net to fall back on."
Posted by Veronica Silva Cusi, news correspondent
Source: https://www.newswire.ca
About Fonolo:
Fonolo provides call-back solutions for the call center. Replace hold time with a call-back, regardless of the channel - web, mobile and phone.
Published: Wednesday, October 20, 2021
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