Case Study: First Service Credit Union reduces call abandonment with Fonolo call-backs

How a Credit Union Improved the Customer Experience with Call-Backs

First Service Credit Union, a financial services credit union serving nearly 58,000 members across 10 branches in the Houston area, faced rising call volumes, long hold times, and increased abandonment rates. To improve the member experience, the credit union turned to Fonolo’s cloud-based call-back solution.

Fonolo implemented an easy call-back option within First Service Credit Union’s existing contact center setup, allowing members to press 1 for an immediate call-back or 2 to schedule one later. The results were strong: abandon rates dropped significantly, including a test where turning Fonolo off caused abandonment to more than double, and average wait times also improved across most days.

First Service Credit Union

Ricardo Mejia

Vice President Centralized Services