1About 1st USCU $800M in assets 49,000 members 10 branches in California 10,000 inbound calls / month 1,800 chats / m...
2Challenges Deliver an outstanding serviceexperience to members Improve call performance to meet or exceed industry stan...
3SolutionsImplemented Fonolo’s call-back softwareon all three channels:1. Web Rescue2. Mobile Rescue3. In-Call Rescue
4Benefits Low “touch” and rapid implementation No IT involvement Ability to do a “soft” launch Low barriers to staff a...
5Fonolo’s Web Rescue
6Fonolo’s Mobile Resuce
7Fonolo’s In-Call RescueProblem 85% of our abandoned calls waited only 40seconds or less.Solution Replace waiting in que...
8ROI $1.3M in new loans during the 1st 60days - generated directly from Fonolocalls $3.2M in new loans (through 4/30/13)
Feedback9Agents“Easy to use andthe memberslove it.”“Much simpler thanexpected.”Members“Finally, an easyway to contact thec...
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1st United Services Credit Union Selects Fonolo to Eliminate Hold Times for its Customers

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In 2012, 1st USCU engaged Fonolo with the goal of improving the call center experience. Fonolo’s call-back solution eliminates hold time, frustrating phone menus, and having to repeat information to agents – the three most common call center complaints. The credit union deployed Fonolo across three channels – mobile, web, and inbound calls.

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1st United Services Credit Union Selects Fonolo to Eliminate Hold Times for its Customers

  1. 1. 1About 1st USCU $800M in assets 49,000 members 10 branches in California 10,000 inbound calls / month 1,800 chats / month 600 e-mails / month
  2. 2. 2Challenges Deliver an outstanding serviceexperience to members Improve call performance to meet or exceed industry standards Call volume moved from a “flat-line” to an increase of 15%. Adapt to a young demographic Median age was 49 and now is 47 Members under 34 – 48% of new members / 28% of all members Offer “Large Bank” services Add new channels that appeal to our new members Be quick, be agile, and adapt to meet our member’s needs
  3. 3. 3SolutionsImplemented Fonolo’s call-back softwareon all three channels:1. Web Rescue2. Mobile Rescue3. In-Call Rescue
  4. 4. 4Benefits Low “touch” and rapid implementation No IT involvement Ability to do a “soft” launch Low barriers to staff adoption Flexible and customizable Affordable
  5. 5. 5Fonolo’s Web Rescue
  6. 6. 6Fonolo’s Mobile Resuce
  7. 7. 7Fonolo’s In-Call RescueProblem 85% of our abandoned calls waited only 40seconds or less.Solution Replace waiting in queue with a convenientcall-back. Customized In-Call Rescue to address themembers’ behavior.Result In-Call Rescue reduces abandoned calls andincreases member satisfaction.
  8. 8. 8ROI $1.3M in new loans during the 1st 60days - generated directly from Fonolocalls $3.2M in new loans (through 4/30/13)
  9. 9. Feedback9Agents“Easy to use andthe memberslove it.”“Much simpler thanexpected.”Members“Finally, an easyway to contact thecredit union.”“I would not havecalled youwithout this option.”
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