Velocity Credit Union is based in Austin and has served the area since 1947. It is one of the largest financial institutions in the state of Texas with over $840 million in assets and provides personalized banking to more than 84,000 members across six local branches.
Velocity takes pride in making its members feel valued, and in creating a positive customer experience, however, their current service offering was not meeting these goals.
Velocity was struggling with long hold times and a high number of abandoned calls. They thought they had to replace their legacy call center system to correct this problem – which would be costly and time-consuming.
How a Call-Back Solution Can Help
To solve these problems while leaving their current call center infrastructure intact, Velocity considered a cloud-based call-back approach. They turned to Fonolo’s Voice Call-Backs solution, which gives callers the option of receiving a call-back when hold times are too long.
Now members can simply “press 1 for a call-back” while Fonolo holds their place in the queue, eliminating hold times for members and ensuring an improved call center experience.