In 2012, 1st USCU engaged Fonolo with the goal of improving the call center experience. Fonolo’s call-back solution eliminates hold time, frustrating phone menus, and having to repeat information to agents – the three most common call center complaints. The credit union deployed Fonolo across three channels – mobile, web, and inbound calls.

1. 1
About 1st USCU
 $800M in assets
 49,000 members
 10 branches in California
 10,000 inbound calls / month
 1,800 chats / month
 600 e-mails / month

2. 2
Challenges
 Deliver an outstanding service
experience to members
 Improve call performance to meet or exceed industry standards
 Call volume moved from a “flat-line” to an increase of 15%.
 Adapt to a young demographic
 Median age was 49 and now is 47
 Members under 34 – 48% of new members / 28% of all members
 Offer “Large Bank” services
 Add new channels that appeal to our new members
 Be quick, be agile, and adapt to meet our member’s needs

3. 3
Solutions
Implemented Fonolo’s call-back software
on all three channels:
1. Web Rescue
2. Mobile Rescue
3. In-Call Rescue

4. 4
Benefits
 Low “touch” and rapid implementation
 No IT involvement
 Ability to do a “soft” launch
 Low barriers to staff adoption
 Flexible and customizable
 Affordable

5. 5
Fonolo’s Web Rescue

6. 6
Fonolo’s Mobile Resuce

7. 7
Fonolo’s In-Call Rescue
Problem
 85% of our abandoned calls waited only 40
seconds or less.
Solution
 Replace waiting in queue with a convenient
call-back.
 Customized In-Call Rescue to address the
members’ behavior.
Result
 In-Call Rescue reduces abandoned calls and
increases member satisfaction.

8. 8
ROI
 $1.3M in new loans during the 1st 60
days - generated directly from Fonolo
calls
 $3.2M in new loans (through 4/30/13)

9. Feedback
9
Agents
“Easy to use and
the members
love it.”
“Much simpler than
expected.”
Members
“Finally, an easy
way to contact the
credit union.”
“I would not have
called you
without this option.”