Success Story: Credit Union Reduces Abandon Rates with Call-Backs

Credit Union Reduces Abandon Rates with Call-BacksWe’re excited to share with you our most recent success story featuring Ascend Federal Credit Union. With $1.845 billion in assets, Ascend Federal Credit Union (FCU) is the largest credit union in Middle Tennessee, and one of the largest federally chartered credit unions in the United States.

With a proud focus on their member experience, Ascend kept a keen eye on the contact center. Realizing that the experience starts the moment a member phones in, Ascend FCU watched queue times and listened closely to member feedback. The results revealed that members were dissatisfied with long queue time. Ascend quickly sought a way to reduce hold time and improve the member experience on the voice channel.

In an effort to solve the problem, Ascend implemented Fonolo’s In-Call Rescue call-back solution. Read how this solution led to improved member satisfaction with a 50% reduction in abandon rate! Click here for the full success story.

Interested in hearing this story live? Well, you’re in luck! Jamie Jenkins, VP of Information Technology from Ascend Federal Credit Union, will be our guest speaker on today’s webinar!

Webinar On-Demand: How One Contact Center Succeeded in Lowering Abandon Rates

In this one-hour webinar you’ll learn how Ascend Federal Credit Union reduced abandon rates by 50% and seized the opportunity to improve member satisfaction using one simple solution.

We talk about:

  • How to Reduce Abandonment RatesWatch Now
  • Managing Spikes in Call Volume
  • Improving Member Satisfaction
  • Plus so Much More!

Who should watch:

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

Jamie JenkinsAscend FCU Logo
Jamie Jenkins

VP of Information Technology
Ascend Federal Credit Union



Shai Berger

Shai BergerFonolo Logo

Co-Founder and CEO



Amy Vigil
Amy VigilNational CU Call Center Conference Logo

Executive Director
National Credit Union Call Center Conference