Case Study: Credit Union of Colorado reduces abandon rates with Fonolo

How a Credit Union Reduced Abandon Rates and Improved the Member Experience

Credit Union of Colorado, a $1 billion member-owned financial institution with 15 branches and a busy contact center, faced major service disruptions when staffing changes, weather, and a surge in card replacement requests pushed hold times from a typical 2–3 minutes to as high as 28 minutes. The long waits led to complaints from members and put pressure on the credit union’s goal of delivering a superior member experience.

To address the issue, Credit Union of Colorado implemented Fonolo’s In-Call Rescue call-back solution, which let members press 1 for a call-back instead of waiting on hold. Fonolo integrated easily with the existing Cisco phone system and required minimal agent training. After implementation, Credit Union of Colorado reduced abandonment rates by an average of 40%—including a 49% drop in one month—while also improving the call center experience and boosting agent morale.

Credit Union of Colorado

Laura Reinhold

Member Service Contact Center Manager