Hawaii State FCU
This credit union reduced their wait time while improving customer satisfaction with call-back technology.
How a Major Cable Operator Eliminated Over 400,000 Minutes of Hold Time
With 7 call centers and 1.4 million customers, Optimum needed a way to reduce hold time for callers and improve the customer experience.
Decreased
Abandonment Rates
Improved
CSat
Easy
Product Implementation
The Company
Industry
TelecommunicationsNo. Of Employees
5,000 - 10,000Location
St. Louis, MOOptimum is a brand of Altice USA. They are the seventh largest cable operator in the United States and a long standing internet, cable TV, home phone and mobile service provider. Since 2006, Optimum has supported the information, communication, and entertainment demands of approximately 1.4 million residential and commercial customers across the country.
The Problem: Extensive Call Queues
As part of their customer experience approach, Optimum offers their customers many channel options for support, including live chat and online resources. Their phone channel remains their most popular channel by far.
With 7 call centers and 1.4 million customers, Optimum needed a way to reduce hold time for callers and improve the customer experience. They began searching for a call-back solution.
The Solution: A Quick Solution with Big Impact
Optimum chose Fonolo Voice Call-Backs to address their challenges with long hold times. Its usability and highly scalable deployment model was a clear deciding factor, and their cloud-based approach made for seamless interactions with their existing phone system. Plus, implementing Fonolo was quick and easy!
Callers now had the option of requesting a call-back instead of waiting on hold. With the push of a button, Fonolo would take their place in the call queue. Once an agent became available, Fonolo would call the customer back and connect them.
The Results: Fonolo's Impact
It didn’t take long for Optimum to see Fonolo’s impact. Call-backs decreased their abandonment rate by 25% and saved their customers over 400,000 minutes in hold time. That’s 278 days!
Customer satisfaction increased thanks to the improved calling experience, and Optimum’s contact center saw additional benefits in terms of cost savings and efficiencies.
To download a copy of this success story, click here.
Fonolo makes us look smart. Customers really like the option of a call-back.
Gibbs Jones
SVP Customer Experience