Hawaii State FCU
This credit union reduced their wait time while improving customer satisfaction with call-back technology.
On Peak Days
Of Hold Time Saved
Radial Inc., a bpost group company, is a leader in e-commerce solutions headquartered in Pennsylvania. They offer best-in-class Customer Service Outsourcing solutions for premier brands around the world. Businesses confidently partner with Radial to deliver their brand promises, anticipate and respond to industry disruption, and compete in a rapidly evolving market. Radial offers a wide array of post-click services for their partners, such as order management, fulfillment services, supply chain services, payment, tax and fraud function, and customer care.
Radial has a history of maintaining strong service levels and low wait times for their clients. Originally, call-back technology was not a tool they needed. This changed in 2019, when one of their clients made call-backs a requirement, prompting their team to explore options in the space.
What began as a client request quickly became a valuable tool when the COVID-19 pandemic forced the world into lockdown in early 2020. Radial would see a huge increase in online sales and customer interactions, directly impacting their contact centers with many clients seeing call volumes double or triple their initial forecast.
Radial shopped the market for a call-back solution over the next six months in response to their client’s wishes. Robin Gomez, Radial’s Director of Customer Care Innovation, says they were looking for a lightweight, hosted solution with hardware on premise and a flexible commercial model. It was a tall order, and after considering many options, Fonolo emerged as the clear choice.
“Fonolo is a solution that makes sense for us,” says Robin. “We could work with it from a technical perspective; it could integrate with our systems, and it was friendly from a commercial perspective.”
The implementation process was seamless for both Radial and their client. Once launched, Radial began receiving requests for call-back services from other clients. Today, they have 22 brands using Fonolo across a range of industries, including apparel, sporting goods, cosmetics, and luxury items.
Voice Call-Backs were immediately embraced by Radial’s callers. On peak days, they would receive as many as 3,000 call-back requests. Radial ran several tests, turning call-back offerings on and off during specific periods to determine Fonolo’s true impact on their contact center performance. They were impressed with their findings — particularly with Fonolo’s positive effect on abandonment rate and speed of answer.
“You could see the dramatic drop in abandon rate versus the periods when we didn’t have call-back on,” says Robin. Today, Radial regularly recommends call-backs to their clients demonstrating how it helps them meet their Service Level Agreements.
Radial leverages Voice Call-Backs a bit differently for each client, depending on the brand’s needs and unique customer base. They develop strategies around staffing levels and the best times to offer call-back options for optimal performance. “With the volume of traffic that we now have, [call-backs] are great to have as a release valve,” says Robin.
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Fonolo makes sense for us from both technical and commercial perspectives — their solution integrates with our existing systems and it’s very customer friendly.
Robin GomezDirector of Customer Care Innovation