Bright Horizons Family Solutions® is a leading provider of high-quality child care, early education, elder care, and other services to help employers and families better address work and life challenges.
The Challenge: Peak Periods and Staffing Concerns
Bright Horizons is committed to delivering the best possible call center experience. However, they often found themselves faced with high call volumes, which led to long hold times. These peak periods would result in lost reservations and unhappy customers.
With 31,000 calls a month and 163 agents, their call center was struggling. They were faced with a choice: increase their staff for the high call volume periods and remain overstaffed for the rest of the year or implement a solution that eliminated the need for customers to wait on hold during busy times.
A Quick Solution with Big Impact
To remedy the situation, Bright Horizons turned to Fonolo’s Voice CallBack solution. After a quick and easy installation using a SIP trunk connection, the cloud-based software was ready to go, interacting seamlessly with their existing Avaya phone system. With Fonolo, Bright Horizons customers no longer had to wait on hold. Instead, they were given the option to receive a call-back while their place was held in the queue. Minimal training was required, as Fonolo call-backs would appear to agents as a regular inbound call.
The Result: A Dramatic Improvement
Bright Horizons began to see an immediate return on investment. Fonolo reduced call volumes during peak periods as well as the number of repeat callers, resulting in an incredible 33% reduction in abandonment rates.
“The connection into the Avaya Session Manager and Communication Manager was simply seamless.”James Womer, Manager of Contact Center Operations, Bright Horizons
Metrics weren’t the only improvement Bright Horizons saw. Their call center saw huge benefits from their newly streamlined operation, including increased employee efficiency and higher caller satisfaction.