This industry truly grasps what customer experience is all about, and we’re always happy to help them provide a great service to their communities.
That’s why we’re excited to share with you our most recent success story, featuring Stanford Federal Credit Union.
Stanford FCU is a $1.7 billion full-service financial institution, owned and operated by over 50,000 members of the Stanford Community.
They had identified their contact center as an area of concern; the department was understaffed and personnel lacked contact center knowledge. Due to a shortage of agents, calls were sent to a backup call center during business hours at a cost of $5 per call, in order to maintain their service levels.
On top of all that, there was no technology in place that could assist the staff in delivering a positive service experience to members.
Stanford sought to reduce costs, improve their customers’ experience, and increase service levels.
Learn how turning to Fonolo’s Voice Call-Backs solution led to:
- $60K savings in business expenses
- 50% reduction in abandon rate
- 43% increase in service level targets!
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!
– Mark Edelman
Vice President, Digital Member Services
Stanford Federal Credit Union