Case Study: Ameriflex improves customer satisfaction and cuts abandoned calls with Evolve IP’s Queue Callback

Ameriflex Increases Customer Satisfaction with Evolve IP’s Queue Callback Solution

Ameriflex, an independent benefits administrator serving millions of participants, was facing excessive hold times and rising call abandonment that were eroding customer satisfaction. With a history of working with Evolve IP, Director of Member Services Jason Iacobellis pursued an integrated, seamless solution to address call-volume pain points.

Ameriflex deployed Evolve IP’s Queue Callback on its hosted PBX so callers can request a callback when the next agent is available. The rollout cut abandoned calls by 15%, about 40% of offered callers choose the callback, average on‑call time dropped by a minute, and the company reduced inbound tolls and handled volume spikes without adding staff—resulting in higher customer satisfaction.

Ameriflex

Jason Iacobellis

Director of Member Services