Case Study: Velocity Credit Union Reduces Call Abandonment with Fonolo

How Adding Call-Backs to a Legacy Call Center Reduced Abandon Rates by 62%

Velocity Credit Union, a Texas-based credit union serving more than 84,000 members, was dealing with long hold times and a high number of abandoned calls on its legacy Avaya call center platform. While the organization was researching a full platform replacement, it needed a faster way to improve the member experience without a costly, time-consuming overhaul.

To address the issue, Velocity Credit Union implemented Fonolo’s In-Call Rescue cloud-based call-back solution, allowing callers to press 1 and receive a call-back while keeping their place in queue. With Fonolo, the credit union reduced abandonment by 62%, improved caller satisfaction, and boosted agent morale by lowering member frustration and creating more positive conversations in the contact center.

Velocity Credit Union

Carol Cain

Senior Vice President, Marketing