Case Study: Ascend Federal Credit Union cuts abandon rates by 50% with Fonolo

How a Credit Union Succeeded in Lowering Abandon Rates by 50%

Ascend Federal Credit Union, a large Tennessee-based credit union, wanted to improve the member experience in its call center after tracking long queue times and hearing dissatisfaction from callers. To address the issue without major infrastructure changes, Ascend turned to Fonolo and its cloud-based In-Call Rescue call-back solution.

Fonolo enabled Ascend members to press 1 for a call-back while their place in queue was held, eliminating hold times and making the phone experience smoother for both members and agents. As a result, Ascend reduced abandon rates by 50% and lowered cost-per-call, while also improving overall calling experience and call center efficiency.

Ascend Federal Credit Union

Jamie Jenkins

Vice President of Information Technology