Tag Archives: 1st-united-services-credit-union

Catch Fonolo at the Credit Union Call Center Conference

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Catch Fonolo at the Credit Union Call Center ConferenceMark your calendars folks! The Credit Union Call Center Conference, October 5-7 at the Paris Hotel in Las Vegas, is just around the corner.

The Credit Union Call Center Conference is a unique opportunity to gain best practice insights from industry colleagues. Through presentations, networking sessions, workshops, and more, attendees will return to their organizations with practical tips, tools and inspiration for success.

Credit Unions frequently lead the financial services sector with high Customer Satisfaction Levels (CSAT) as they strive to provide the best possible experience for their members. In an effort to maintain satisfaction levels, a growing number of credit unions have turned to Fonolo’s call-back solutions allowing members to “press 1 for a call-back”, eliminating the need for them to wait on hold. Continue reading →

The Must-Attend Credit Union Call Center Event this Fall!

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Credit Union Call Center Conference Mark your calendars folks! Credit Union Call Center Conference 2014, October 6-8, is just around the corner. If your credit union is looking to improve customer satisfaction, better manage your staff, or learn about new technologies, this show is the perfect event to attend.

Credit Union Call Center Conference aims to bring you new strategies and methods to help you make your call center the best it can be when it comes to serving your members. Besides a lineup of great speakers and presentations, they’re also bringing back the ever-popular Zappos tour at the new downtown location in Las Vegas. Continue reading →

A Call-Back Solution Is a Great Insurance Policy! Find Out Why at Call Centre Week Canada

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Call Center Week Canada

Call Centre Week Canada will be taking place on April 28th and 29th in beautiful Toronto. I am very excited to be speaking there alongside Mark Edelman, VP of Member Services at 1st United Services Credit Union (1st USCU).

The credit union deployed Fonolo’s call-back solution in 2013 on the web, mobile app and through inbound calls. The call center has undoubtedly seen impressive results on a number of fronts! By adding Web Rescue and Mobile Rescue they managed to engage a younger demographic with click-to-call-back, and by adding In-Call Rescue for inbound calls members can enjoy a better customer experience without having to wait on hold. This increased engagement has led to over $10M in new loans!

While that’s a terrific headline, there is another aspect of their Fonolo deployment that is also worth discussing: the use of call-backs as an “insurance policy” against an unexpected agent shortage.

Continue reading →

How a Credit Union Eliminated Hold Time and Generated $10M in New Loans

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How a Credit Union Eliminated Hold Time and Generated $10M in New Loans

Last year we published a case study (ahem, “success story”) about a credit union who used Fonolo’s call-back solutions to improve the customer experience for their members and generate new loans.

Today I’m happy to report that the story is even brighter: After 1 year of using Fonolo, this company booked over $10M in loans (through Fonolo call-backs) and reduced its abandon rates by 10%.

Continue reading →

[VIDEO] Is your Call Center Ready to Improve the Customer Experience?

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Service PleaseLike Fonolo, Andrew Maher is on a mission to improve customer service. His blog, Service Please, covers a wide range of topics that help companies understand why customers are complaining and highlights excellent solutions to help improve customer service.

Congratulations to Andrew on his first successful video blog!

Below is a text snippet from Andrew’s interview with Shai and a link to the video.

Continue reading →

Fonolo Helps a Credit Union’s Mobile App Offer an Enhanced Call Center Experience

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Smartphone with Apps

Mobile apps have become must-have components for companies in the financial space. Most large and mid-size banks already have very full-featured mobile apps. But, sadly, many of them drop the ball when it comes to connecting with a live agent. Their “Contact Us” page does nothing more than display a phone number. This forces a customer who needs to speak to an agent to start over. What if that customer was about to apply for a loan? Chances are, he’ll put his phone back in his pocket and that revenue opportunity is gone. That risk can be remedied by having a smarter connection to the call center.

That’s exactly what 1st United Services Credit Union did with the latest update of its iPhone app. The app’s “Contact Us” section, powered by Fonolo, lets their customers reach an agent with one tap — no phone menus, no waiting on hold.

Continue reading →

How Have Smartphones Impacted Call Centers?

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How Have Smartphones Impacted Call CentersAs of March 2012, the majority of mobile phones in the US were smartphones. One result of this growth is that the smartphone is becoming the first choice for communication, beating out land lines, desktop computers and notebooks (especially true among younger consumers).

So we’re left to wonder, how will smartphones drive the future of the call center experience?

Ovum stated that,

by 2016 36% of inbound customer service calls will be made from smartphones

This presents an opportunity for service leaders to drive their company’s mobile strategy by creating or redesigning the smartphone experience. The benefits are endless – your organization is positioned as a thought leader, your customers enjoy the ultimate experience and your call center relishes in the new efficiencies.

Continue reading →

Client Spotlight: 1st United Services Credit Union Improves the Customer Experience

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1st United Services Credit Union logoIn October 2012, 1st United Services Credit Union started using Fonolo. By adding Fonolo to its website, 1st USCU empowered their members to connect to call center agents with just one click – no phone menus and no waiting on hold. Fonolo’s visual interface simplifies reaching 1st USCU for callers while its secure, cloud-based services make the process seamless for call center agents.

After a few months of getting acquainted with the Fonolo web widget, Mark shares with us some insight to the process, deployment and the reaction from his members.

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Webinar: Connecting your Call Center to the Smartphone Revolution

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1st United Services Credit Union appWith smartphone penetration surpassing the 50% mark within the US, it’s safe to say that these addictive devices have become an integral part of our everyday lives. Universally employed for both personal and professional purposes, they have quickly become a key channel for how we communicate with one another – and the companies we do business with.

Continue reading →

Multi-Channel Customer Service: World’s First Call-Back “Hat Trick”!

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1st United Service Credit Union Mobile AppFonolo reached a great milestone last week when our customer, 1st United Services Credit Union, released a new iPhone app. The app’s “Contact Us” section includes Fonolo’s interface which lets their customers reach an agent with one tap — no phone menus, no waiting on hold.

What makes this deployment special? This credit union is also using Fonolo’s widget on their website AND using our In-Call Rescue service for callers who dial-in directly. So this is the first time Fonolo is being used on all three channels. You could call it a call-back “hat trick”, or a virtual queuing “triple play”. Whatever you call it, this is the future of the call center.

Want to learn more?

Watch this on-demand webinar, where the VP of Member Services at 1st USCU will join us to discuss the implementation of and early results from this ground-breaking deployment.
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On-Demand Webinar:

Connecting your Call Center to the Smartphone Revolution

We discuss:

Connecting your Call Center to the Smartphone Revolution

  • Smartphone adoption rates and the impact on call centers
  • How to use virtual queuing and visual IVR to replace hold-time with a call-back
  • Tools to enhance your mobile apps with click-to-call
  • Tips for lowering your handle times and improving the customer experience
  • Case study with an industry leader: How 1st United Services Credit Union seized this opportunity to offer a great customer service experience.

 

Watch Now

 

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