Case Study: Tech CU reduces call abandon rates with Fonolo

How a Credit Union Call Center Reduced Abandon Rates by 37%

Tech CU, the Silicon Valley-based Technology Credit Union, was handling about 12,000 calls per month and struggling with unpredictable spikes in call volume. Despite careful staffing, abandon rates climbed above 20%, members complained about long wait times, and the credit union needed a better way to manage the call center experience. To address this, Tech CU turned to Fonolo and its In-Call Rescue call-back solution.

Fonolo implemented a cloud-based call-back system that let members “press 1 for a call-back” instead of waiting on hold, helping smooth out volume spikes and ease pressure on agents. The results were immediate: Tech CU saw strong member adoption without any marketing, improved caller and agent satisfaction, and a 37% reduction in abandon rate, with abandonment dropping from 13.1% to 8.2%.

Tech CU

Jeannie Sugaoka

Senior Vice President of Support Services