Credit Union Case Study Proves Call-Backs Reduce Abandon Rates, Improve Customer Experience

Toronto, ON — July 17, 2018

Fonolo, the leader in cloud-based call-back solutions for the modern contact center, announced today that First Service Credit Union (FSCU) has successfully implemented its innovative call-back solution. By applying call-backs to their existing contact center technology, FSCU saw improved handling of call volume during peak times, a reduction in abandon rates, and an overall increase in member satisfaction.

Since its inception in 1977, First Service Credit Union (FSCU) has worked to provide its Houston-area members with the tools to help meet their greatest financial goals. With a motto of ‘We’re for you, not profit’, FSCU considers its members to be the core of its business. In order to support its sprawling client-base, FSCU engages 19 agents who are available to assist during peak times. The customer service team often experiences spikes in call volume, and an increase in abandon rates. Serving so many members with complex and variable problems means long hold times, which makes for frustrated members.

After implementing Fonolo, FSCU noted a considerable reduction in abandon rates. In fact, after turning Fonolo off as a test, FSCU observed that its abandon rate more than doubled. With Fonolo, agents are better equipped to handle spikes in call volume and can handle complex cases in a more streamlined way. Additionally, members are much happier with the improved calling experience.

“It was important to offer our members a call-back option, and an easy one,” said Ricardo Mejia, FSCU’s Vice President of Centralized Services. “With Fonolo’s system in place, members can press ‘1’ to request a call back from the next available representative, or they can press ‘2’ to schedule the call at a later time. This has ultimately given our members more flexibility to receive a call at a time that is most convenient for them.”

“We’re excited to be a part of FSCU’s contact center strategy, and proud of how it has worked to dramatically improve its customer experience” said Shai Berger, CEO, Fonolo. “Our mission at Fonolo is to make it easy for call centers to add features like call-backs with minimal effort.

Fonolo also highlighted key insights from this success story in a one hour webinar, How to Successfully Handle Call Volume During Peak Times.

About Fonolo

Fonolo, the industry 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 First Service Credit Union

Since its inception in 1977, First Service Credit Union (FSCU) has worked to provide its members with the tools to help meet their greatest financial goals. Based in Houston, Texas, FSCU provides high dividend savings, checking, IRA and CD accounts; low interest loans on credit cards, mortgages and other loan services; secured accounts; and convenient services like online banking, mobile banking, and prolific ATM access. With a mission to provide financial services that enhance members’ lives, FSCU considers its members to be the very core and foundation of its business.

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