How Implementing Call-Back Technology Improved

Customer Loyalty

Today’s Speakers

Shai BergerCo-Founder & CEO,

Fonolo

@shaiberger

Mark Edelman

VP Member Services,1st USCU

Expertise with start-up call centers and correcting under-performing

call centers.

of customers have ditcheda company because of poor telephone customer service.Source: www.callcenterhelper.com

60%

Customer Service Problems That Infuriate People Most

Scale: 0-10, with 10 being “Most Annoying”

Call-Backs Are a Call Center

“Cure-All”

What Call-Backs Can Do• Happier Customers• Less Abandonment• Lower Telco Costs• Shorter Handle Times

75%of consumers describe

the option for a call-back as “highly appealing”.

32%fewer abandoned calls after call-backs added, based on study of 200

call centers.

A real-life phone interview

Call-Back Software for the Call Center

Deployment in days

Works with equipment from any vendor

Cloud =

Why Fonolo?

Affordable

Cost scales with usage=SaaS

Replace hold-time with a call-back on all channels.

In-Call Rescue Mobile Rescue Web Rescue

Solutions

In-Call Rescue

Give callers the option to receive a call-back when hold times are too long.

“Press 1 to get a call-back from the next agent.”

How it Works

Ring! A happy caller is connected.

Customer presses 1 for a call-back

Customer relaxes while Fonolo waits on

hold

Let customers easily connect to a live agent, directly from within your mobile app.

Mobile Rescue

Visual IVR

Ready-to-Use Component for Your Mobile App

Pre-call Questions

Virtual Queuing

Enable customers to seamlessly transition from web to live assistance.

Web Rescue

No Need for ITAdd the widget to your site with just a few

lines of HTML.

Simple, Web-Based Config

Give callers back what they value most: their

time!

million minutes of hold time saved last year

Success Stories

About 1st USCU

$820M in assets

50,000 members

10 branches in California

10,000 inbound calls / month

1,800 chats / month

350 e-mails / month

Challenges

Deliver an Outstanding Service Experience Improve call performance to meet or exceed industry standards Call volume moved from a “flat-line” to an increase of 25%

Adapt to a Young Demographic Median age was 49 and now is 46 Members under 34 – 50% of new members / 31% 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

Solutions

Implemented Fonolo’s call-back software on all three channels:

1. Web Rescue

2. Mobile Rescue

3. In-Call Rescue

Benefits

Low “Touch” and Rapid Implementation No IT involvement Ability to do a “soft” launch

Low Barriers to Staff Adoption

Flexible and Customizable

Affordable

Fonolo’s Web Rescue

Fonolo’s Mobile Resuce

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. Abandon rate decreased 10% - 1.8% from 2.0%

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)

$10.1M in new loans (through 12/31/13)

Feedback

Agents

“Easy to use and the members

love it.”

“Much simpler than expected.”

“It makes our service better.”

Members

“Finally, an easy

way to contact the credit union.”

“I would not have called you

without this option.”

“Much more convenient than waiting on hold.”