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How Implementing Call-Back Technology Improved Customer Loyalty
1. How Implementing Call-Back
Technology Improved Customer
Loyalty
Shai Berger
Co-Founder & CEO
Fonolo
Mark Edelman
VP Member Services,
1st United Services Credit Union
2. Why Call-Backs?
• Happier Customers
• Less Abandonment
• Lower Telco Costs
• Shorter Handle Times
75%
of consumers describe the
option for a call-back as
“highly appealing”.
32%
fewer abandoned calls after
call-backs added, based on
study of 200 call centers.