We’re excited to share with you our most recent success story featuring Stanford Federal Credit Union. Stanford FCU is $1.7 billion full-service financial institution, owned and operated by over 50,000 members of the Stanford Community.
They had identified the 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 meet 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 the customer experience, and increase service levels. Learn how turning to Fonolo’s In-Call Rescue solution led to a $60K savings in business expenses, a 50% reduction in abandon rate and a 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
In a perfect world, your contact center would never put any callers on hold. However if hold time is unavoidable, the next best thing to do is offer a call-back. When deployed correctly, call-backs can deliver concrete ROI.
Download our free eBook and learn how you can build a business case for call-backs.
- Lower Abandon Rate
- Decrease Handle Time
- Reduce Telco Cost
- Smooth out Call Spikes