Hawaii State FCU
This credit union reduced their wait time while improving customer satisfaction with call-back technology.
How a Major HVAC Service Provider Improved their Customer Service with Call-Backs
Canada's largest HVAC supplier drastically reduced hold times and boosted customer satisfaction using Fonolo Call-Backs.
Optimized Experience
During Times of High Volumes
Reduced
Abandonment Rates
Improved
Customer Satisfaction
The Company
Industry
UtilitiesNo. Of Employees
950+Location
Toronto, CanadaReliance Home Comfort is one of Canada’s largest providers of heating, cooling, water heaters, water purification, plumbing and protection plans and is trusted by more than 1.8 million homeowners, businesses, and builders across Canada.
The Challenge
Reliance Home Comfort has more than 600 agents on staff to handle over 160,000 calls of all types per month, on multiple service channels. Their customers know they can count on Reliance for fast, friendly, and knowledgeable service.
Given the large volume of complex client cases, fully servicing callers was a significant challenge. As a result, Reliance experienced long hold times, frustrated clients, and dropped calls, which negatively affected both call center metrics and customer experience.
The Solution
To address these issues, Reliance Home Comfort integrated Fonolo’s call-back solution, Voice Call-Backs, into its existing Avaya call center infrastructure. The ease of implementation, cost of the solution, and seamless interaction with callers made Fonolo an easy choice and solution. With the product in place, Reliance customers now can simply “press 1 for a call-back,” and Fonolo holds their place in line until the next Reliance agent is available to serve them.
We value people’s time, which is why we feel a call-back service is a must-have.
Virag Solanki, Leader, Reliance Teleservices
The Result
After putting Fonolo’s call-back solution into action, Reliance experienced and noted a significant reduction in its call center’s abandon rates. Offering customers an alternative to waiting on hold also lead to a marked improvement in customer satisfaction, something every company strives for.
To download a copy of this success story, click here.
“At Reliance, we continually strive to provide our customers with an optimum experience. During times of high volumes, the Fonolo technology delivers another option for improved customer experience with the choice of a call back rather than waiting in queue. We look forward to our continued partnership with Fonolo.”
Virag Solanki
Leader, Reliance Teleservices