Tech CU was faced with call issues on a daily, weekly and monthly basis due to unpredictable spikes in call volume. No matter how well they scheduled their staff, abandon rates were skyrocketing upwards of 20%.
Tech CU turned to Fonolo’s In-Call Rescue solution to give members the option of a call-back rather than waiting on hold. Call-backs allow the call center to “smooth out” volume spikes, which makes agents more efficient by deferring calls until volumes are more manageable.
With In-Call Rescue, Tech CU experienced a 37% drop in their abandonment rate and has increased customer satisfaction.
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