Case Study: Credit Union Increases Service Levels with Call-Backs
Fonolo
SEPTEMBER 2, 2015
Due to a shortage of agents, calls were sent to a backup call center during business hours at a cost of $5 per call, in order to maintain their service levels. . On top of all that, there was no technology in place that could assist the staff in delivering a positive service experience to members. 50% reduction in abandon rate.
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