Insurance Provider Shares How Call-Backs Improved CX

February 13, 2018

TORONTO, ON – February 13, 2018 –  Fonolo, the leader in cloud-based call-back solutions for the contact center, announced today that The General Automobile Insurance Services has implemented its innovative call-back solution. The General significantly reduced abandonment rates during peak times in the call center by giving customers the option to keep their place in line – without waiting on hold, courtesy of Fonolo.

The General Automobile Insurance Services is a licensed insurance agency headquartered in Nashville, Tennessee, with offices across the US. Its call center handles 170,000 customer service calls per month – and experiences regular spikes in call volume. During these unexpected call surges, the company has seen an increase in hold times, abandon rates, and, accordingly, customer frustration levels.

The General turned to Fonolo’s In-Call Rescue and Web Rescue solutions in order to offer customers the convenience of a call-back without making them wait on hold during busy periods. Now online customers can easily schedule a phone call via the online “call-back widget” on The General’s website. In addition, callers phoning into the call center can simply “press 1 for a call-back”, and Fonolo will hold their place in line until an agent is available.

“We wanted to offer our customers the convenience of a call-back without consuming time actively waiting in a call queue. We also wanted to mitigate our abandon rate on busy days,” said Allison Garretson, SVP Operations and Customer Engagement, The General. “Fonolo’s simple implementation and subscription-based model encouraged us to move forward with this solution.”

“With the ongoing advances in technology, businesses are focusing on improving efficiencies and cultivating the customer experience,” said Shai Berger, CEO, Fonolo. “Our mission at Fonolo is to make it easy for contact centers to add features like call-backs and visual IVR with minimal effort. We’re extremely happy to be a part of The General’s customer experience strategy.”

Overall, the solution has improved the experience for the General’s customers and is viewed by the company as a competitive differentiator for the brand. For a copy of the success story click here.



About Fonolo

Fonolo, the leader in cloud-based call-back solutions, has revolutionized the way contact centers interact with customers through web, mobile, and voice. The company’s patented call-back technology empowers customers with an innovative alternative to waiting on hold. Fonolo’s award-winning solutions are trusted by a growing list of call centers who aim to enhance the customer experience. From Fortune 500 companies to SMBs, Fonolo is valued by customers for its scalability, expertise, and proven ROI.

Visit to learn how your call center can reduce abandonment rates, smooth out call volume spikes, and lower costs.

About The General

The General Automobile Insurance Services, Inc. (The General®) is a licensed insurance agency and subsidiary of PGC Holdings Corp. (PGC), which is wholly owned by American Family Mutual Insurance Company. Through its insurance company subsidiaries and their predecessors, PGC has been writing automobile insurance since 1963. Visit or; follow The General on Twitter and Facebook.


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