News : Stanford Federal Credit Union Improves Service Levels with Fonolo Call-Backs
Toronto, Ontario, Canada, Aug 26, 2015 -- Fonolo, the company that improves the call center experience by replacing hold time with a call-back, announced that Stanford Federal Credit Union has implemented its call-back solution and recent findings indicate an improvement in service levels, abandon rates, and the overall call center experience.
By adding Fonolo’s In-Call Rescue solution to its call center, members can now choose to "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.
"Having a call-back solution is an essential feature for any contact center and becomes critical for a poor performing center," said Mark Edelman, Vice President Digital Member Services, Stanford Federal Credit Union. "A properly programmed call-back feature will mitigate long queue time and turn the negative of waiting on hold into the positive of receiving a call-back. In addition to that, it takes pressure off the agents and our members really enjoy the experience. With Fonolo’s call-back solution we saw a reduction in our abandon rate, an increase in member satisfaction and an upsurge in agent morale."
"We’re extremely happy to be a part of Stanford FCU’s customer experience strategy," 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 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.
About Stanford Federal Credit Union:
Stanford Federal Credit Union is a federally chartered credit union located in Palo Alto, California. It provides banking services to the Stanford community. Stanford FCU has over $1 billion in assets and serves over 47,000 members.
Published: Thursday, August 27, 2015