Case Study: Major Australian Mobile Carrier reduces cost per call by 14% with Fonolo

Major Mobile Carrier Reduces Cost Per Call By 14%

Major Australian Mobile Carrier was looking to improve the web caller experience and reduce contact center friction. Using Fonolo’s cloud-based call center solutions, including visual dialing and virtual queuing, the carrier helped callers reach the right agent without navigating phone menus or waiting on hold.

Fonolo implemented a solution that streamlined call routing and reduced misdirected calls, leading to measurable efficiency gains. The results included $680,500 in annual cost savings, a 13% reduction in average handle time, a 14% reduction in cost per call, and 79,200 misnavigated calls avoided.