Case Study: Reliance Home Comfort improves customer experience with Fonolo call-backs

How Canada’s Largest HVAC Service Provider Improved Their Customer Experience With Call-backs

Reliance Home Comfort, one of Canada’s largest HVAC and home services providers, was managing about 160,000 calls per month across a 600-agent contact center. With complex customer cases and high call volumes, the company faced long hold times, dropped calls, and frustrated customers.

To improve the experience, Reliance Home Comfort implemented Fonolo’s In-Call Rescue call-back solution within its existing Avaya contact center environment, allowing callers to press 1 for a call-back instead of waiting on hold. With Fonolo, Reliance saw a significant reduction in abandon rates and a marked improvement in customer satisfaction and overall customer experience.

Reliance Home Comfort

Virag Solanki

Leader