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Shai BergerCo-Founder and
CEO Fonolo
How a Credit Union Managed Spikes in Call Volume and Reduced Abandon Rates
Nov 19, 2015 at 2:00 PM ET
Laura ReinholdMSCC Manager
Credit Union of Colorado
Juliet RobinsonMSCC Operations AnalystCredit Union of Colorado
Source: Zendesk
have left a company because of poor phone service.
60%
@fonolo#cctr
say “just ONE unpleasant contact center experience is l ikely to make me take my business elsewhere.”
76%
Businesses LOSE CUSTOMERSevery day by putting them on hold!
Good News!The problem is easily FIXED…
Press 1 to get a call-back from the next agent.
Case StudyCredit Union of Colorado
@fonolo#cctr
• Staffing changes, bad weather and unforeseen surges in demand were occasional causing long hold times.
• In one case, hold times reached 28 minute
The Challenges
• Abandonment rate dropped by 49%
• Caller satisfaction improved
• Agent morale improved
The Results
Fonolo is our safety net, when unforeseen events take place we know it won’t be at the expense of the member experience... we know members are going to be happier, making it easier for our agents to do their jobs.
“ “Laura ReinholdMSCC ManagerCredit Union of Colorado
A real-life phone interview
Register for this free webinar to join the live Q&A.
November 19th, 2015 2:00 PM ET
Register Now!