Case Study: The General improves customer experience with Fonolo call-backs

How an Insurance Provider Improved the Customer Experience with Call-Backs

The General, a licensed insurance agency based in Nashville, handles about 170,000 customer service calls each month and regularly experiences sudden spikes in call volume. Those surges led to longer hold times, higher abandonment rates, and growing customer frustration, making it difficult to improve the experience without adding headcount. To address this, The General turned to Fonolo’s call-back solutions.

Fonolo implemented In-Call Rescue and Web Rescue so customers could request a call-back either from the website or by pressing 1 in the call center, instead of waiting on hold. The result was a significant reduction in abandonment rates during peak periods, better agent matching, and an improved customer experience that The General views as a competitive differentiator.

The General

Allison Garretson

SVP, Operations & Customer Engagement