The awards program recognizes companies who demonstrate excellence in customer service for the call center.
J.B. Hunt Transport Services, Inc., is a Fortune 500 and S&P 500 Company, which focuses on providing safe and reliable transportation services to a diverse group of customers. The company provides capacity-oriented solutions centered on delivering customer value and industry-leading service.
We wanted to provide options for our customers that would make their experience the best possible. Since implementing the Fonolo solution, our average speed of answer and abandon rate have both improved over our baseline statistics. Additionally, we have had multiple reports from our customers about how much they enjoy the call-back option.
Brad McBride, Information Services manager, J.B. Hunt
UMass Memorial Health Care is the largest not-for-profit health care system in Central Massachusetts. Their member hospitals and entities include Clinton Hospital, HealthAlliance Hospital, Marlborough Hospital, UMass Memorial Medical Center and Community Healthlink. UMass Memorial delivers safe, high-quality and compassionate care.
The ability to provide callers with immediate access to the information they need is paramount. At the time of the Fonolo implementation, our abandon rate decreased nearly 20 percent despite an increase in call volume. Today, our call center continues to exceed our call abandonment rate goal of 5 percent or less when fully staffed.
Michele Sweeney, Senior Director of Patient Access Services, UMass Memorial Medical Center
Companies were selected based on the cumulative amount of customer hold time saved according to data collected by Fonolo.
We are proud to acknowledge these recipients for their commitment to outstanding customer service. 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 by utilizing cloud-based technology. Winners of the 2016 Customer Experience Excellence Awards have gone above and beyond service level expectations using Fonolo’s call-back solutions.
Shai Berger, CEO, Fonolo