Case Study: Nutrisystem Reduces Call Volume Spikes with Fonolo

How Nutrisystem’s Call Center Successfully Manages Spikes in Call Volume

Nutrisystem, a commercial provider of weight loss products and services, needed a better way to handle seasonal spikes in call volume without overstaffing its contact center. As hold times increased during peak periods, abandonment rates became a challenge and the company wanted to maintain an efficient, consistent staffing model while preserving the customer experience.

To address this, Nutrisystem implemented Fonolo’s In-Call Rescue call-back solution, which lets callers press 1 to receive a call-back instead of waiting on hold. With Fonolo, Nutrisystem reduced spikes in call volume, lowered caller abandonment, and increased CSat scores, while also seeing better answer rates and higher post-call satisfaction.

Nutrisystem

Bill MacBride

SVP, Customer Care Operations