Case Study: Vesta Networks reduces cost-per-call by 8% with Fonolo

How an Outsourced Call Center Provider Reduced Cost-per-Call by 8%

Vesta Networks, a provider of video-conferencing, teleconferencing, web-conferencing, and outsourced call center solutions, faced a common contact center challenge: excessive hold times that frustrated callers and increased telecom costs. One of its high-volume call center customers needed a better way to reduce the number of people waiting on hold, so Vesta evaluated several callback options before turning to Fonolo’s In-Call Rescue solution.

Fonolo implemented a simple, cloud-based callback service that lets callers “press 1 to get a call-back from the next agent,” only reconnecting them when an agent is already available. The rollout was quick and required minimal training, and the results were immediate: nearly 25% of callers chose a callback within the first full month, helping Vesta reduce queued calls and achieve an 8% reduction in average cost-per-call.

Vesta Networks

Andrew Croll

Managing Partner