Credit Union Case Study Shows Call-Backs Lower Abandon Rates

August 30, 2016

TORONTO, ON – August 30, 2016 – Fonolo, the pioneer in cloud-based call-back solutions for the contact center, announced today that Ascend Federal Credit Union (FCU) has implemented its innovative call-back solution. Ascend realized a decrease in abandon rates, an improved calling experience, and a reduction in cost-per-call using Fonolo’s call-back solution.

Fonolo will highlight key insights from these results in a one-hour webinar on September 8, 2016 at 2PM ET, “How One Contact Center Succeeded in Lowering Call Center Abandon Rates”. They will be joined by Jamie Jenkins, Vice President of Information Technology, from Ascend Federal Credit Union and Amy Vigil, Executive Director, from the National Credit Union Call Center Conference.

Serving over 157, 000 members across 18 branches, Ascend focuses heavily on the customer experience. After adding Fonolo’s Voice Call-Backs solution to its call center, members can now “press 1 to receive a call-back” rather than wait on hold, without losing their place in line. When their turn arrives, the member’s phone will ring and there will be a live agent on the line.

“It’s critical to us that members are more than just satisfied with their experience; that they are excited. You simply can’t get this result when members are waiting on hold to be serviced,” said Jamie Jenkins, VP of Information Technology, Ascend Federal Credit Union. “We were behind the curve in offering our members a call-back option. With this implementation, we feel like we are now on par with our competitors. Our members no longer have to wait on hold and can go about their daily lives knowing that we will call them back as soon as possible.”

After implementing Fonolo, Ascend Federal Credit Union successfully decreased its abandonment rate by an average of 50% and also experienced a reduction in cost-per-call. Additionally, members continue to be impressed by the improved calling experience.

“We’re extremely happy to be a part of Ascend Federal Credit Union’s member experience strategy,” said Shai Berger, CEO, Fonolo. “Our mission at Fonolo is to make it easy for call centers to add features like call-backs, virtual queuing and visual IVR with minimal effort. I look forward to our webinar and diving deeper into this success story in hopes that other contact center managers can learn how to benefit from these solutions.”

To register for the webinar and learn more about how Ascend Federal Credit Union reduced abandon rates and lowered cost-per-call please visit, “How One Contact Center Succeeded in Lowering Abandon Rates.


About Fonolo

Fonolo is the leading provider of cloud-based call-back solutions. The company’s innovative products improve the way call centers interact with their customers by seamlessly replacing hold time with a call-back. Regardless of where the conversation begins – on the web, mobile or by phone – Fonolo quickly and conveniently routes customers through the call center, connecting them to the right agent and eliminating hold time. A growing list of organizations trust Fonolo to improve the call center experience for their customers. Fonolo was named “Top Technology Provider” by the 2015 Call Center Week Awards.

To learn more about how Fonolo can help reduce call abandonment rates, improve your customer experiences, and lower contact center costs, visit

About Ascend Federal Credit Union

With $1.9 billion in assets and more than 157,000 members, Ascend is the largest credit union in Middle Tennessee and one of the largest federally chartered credit unions in the United States. The National Association of Federal Credit Unions (NAFCU) selected Ascend as the 2015 Federal Credit Union of the Year. Ascend is federally insured by the NCUA. Membership is limited.

About the National Credit Union Call Center Conference

Every year, for the last 20 years, the National Credit Union Call Center Conference has helped credit unions across the United States and Canada come together at this one-of-a-kind, credit union-specific conference. The conference is designed to focus on the credit union call center as the critical interface for member customer service. Delegates and sponsors speak the ‘credit union language,’ share the latest technology, and connect credit unions – regardless of asset size – with the tools necessary to deliver service and meet their member’s needs.


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