Case Study: Optus reduces cost-per-call by 14% with Fonolo

How a Major Mobile Carrier Reduced Cost-per-Call by 14%

Optus, a major Australian telecommunications provider serving more than ten million customers, wanted to improve customer experience while lowering call-center costs. The company aimed to reduce cost-per-call by shortening handle times and cutting misnavigation rates. To support this goal, Optus turned to Fonolo and its Web Rescue call-back solution.

Fonolo implemented a visual call-back interface on the Optus website, allowing customers to request a call from the right agent without navigating phone menus or waiting on hold. The rollout required only a few lines of code and no changes to the call center. Results were strong: misnavigation dropped from 18% to 7%, average handle time fell by 86 seconds, and Optus achieved a 14% reduction in cost-per-call, generating an estimated $680,500 in annual savings.

Optus

Paul O’Sullivan

Chairman