February 27, 2019

ABA Service Center earns award for exceptional customer service

CHICAGO, Feb. 27, 2019 - The American Bar Association is proud to be recognized with the 2019 Customer Experience Excellence Award from Fonolo, which honors the association’s service center for its superior customer service using Fonolo’s call-back technology.

Fonolo, a pioneer in cloud-based call-back solutions for contact centers, recognizes just two organizations each year with its award, honoring the work of the best and brightest contact centers across all industries and regions.

“We are gratified by this very well-deserved recognition for the ABA Service Center. Their commitment to superior service reflects our top priority as an organization representing more than 400,000 legal professionals in the United States and around the world,” said ABA Deputy Executive Director James Dimos. “The Service Center’s team resourcefulness, hard work, and diligent pursuit of improvement is unsurpassed, and we are pleased to see them receive this honor.”

The ABA Service Center employs 23 staff persons, responsible for call-center customer support for an association of more than 400,000 members. Each year, the Chicago-based department manages more than 102,000 calls relating to a wide base of varied needs, from supporting ABA entities among more than 3,500 different sub-groups with a host of timely issues related to association meeting and publication requests, as well as other membership-related inquiries, to trouble-shooting online issues and properly directing public feedback. Implemented in 2015, Fonolo’s cloud-based technology provides callers to the ABA Service Center with a call-back option, which has eliminated customer hold times, reduced call abandon rates and improved the caller experience.

“The ABA Service Center delivers value-added services to our members and customers with exceptional attention to quality assistance on a consistent basis,” said Service Center Director Joani Holmes, echoing Dimos’ praise of the association team. “Our work with Fonolo has helped us maintain our high standard of service by eliminating hold times and offering callers the option to receive a callback when a representative is available to help. We look forward to continued success with this important feature and appreciate being honored by Fonolo.”

Past recipients of the Fonolo Customer Experience Excellence Award include First Bank, PFS, HKT Teleservices, HomeAdvisor and Nutrisystem, Inc. To learn more about the Customer Experience Excellence Awards, visit fonolo.com/awards.

With more than 400,000 members, the American Bar Association is one of the largest voluntary professional membership organizations in the world. As the national voice of the legal profession, the ABA works to improve the administration of justice, promotes programs that assist lawyers and judges in their work, accredits law schools, provides continuing legal education, and works to build public understanding around the world of the importance of the rule of law. View our privacy statement online. Follow the latest ABA news at www.americanbar.org/news and on Twitter @ABANews