Case Study: Credit Union Reduces Abandon Rates and Improves the Experience

Credit Union Reduces Abandon Rates and Improves the ExperienceWe’re excited to share with you our most recent success story featuring Credit Union of Colorado. Located in multiple cities within the state of Colorado, this credit union emphasizes the importance of delivering a superior member service.

With a proud focus on the experience they kept a keen eye on the contact center, and had identified instabilities which were negatively affecting the calling experience. Due to staffing changes, weather issues, and a surge of card replacements, they experienced the “perfect storm” in their call center and the result was increased wait times for callers. This led to a high level of dissatisfaction among members, culminating in numerous complaints to the credit union.

To solve the problem, Credit Union of Colorado implemented a call-back solution in an effort to improve the calling experience for its members and eliminate the need for them to wait on hold. Read how Fonolo’s In-Call Rescue solution led to improved member satisfaction with a 40% reduction in abandon rate!

Interested in hearing this story live? You’re in luck 🙂 Credit Union of Colorado will be our guest speaker on next week’s webinar. Here’s a sneak peak at the slides!

If you’re eager to learn more about how Fonolo is working with credit unions you can visit this page.

 


Webinar: How a Call Center Managed Spikes in Call Volume

We talk about:

  • Managing Spikes in Call Volume
  • Improving Customer SatisfactionWatch Now
  • Lowering Abandon Rates
  • Plus so Much More!

Who should watch:

  • VPs & Directors of Customer Service
  • VPs & Directors of Contact Centers
  • VPs & Directors of Web/Social Media
  • VPs & Directors of Customer Experience

Speakers:

Laura Reinhold

 

Credit Union of Colorado LogoLaura Reinhold
Member Service Contact Center Manager
Credit Union of Colorado

 

 

Juliet Robinson

 

Credit Union of Colorado LogoJuliet Robinson
Member Service Contact Center Operations Analyst
Credit Union of Colorado

 

 

Shai Berger

 

Shai BergerFonolo Logo
Co-Founder and CEO
Fonolo