How to Boost Customer Satisfaction in Your Contact Center
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How to Boost Customer Satisfaction in Your Contact Center Speaker: Shai Berger Co-Founder & CEO, Fonolo June 20, 2013 2:00 PM EDT
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In this one hour webinar you’ll learn how to offer a better call center experience by replacing hold-time with a call-back. We’ll talk about --> how to eliminate hold time, an easy way to create happier customers, how to reduce cost-per-call, plus so much more!
Transcript of How to Boost Customer Satisfaction in Your Contact Center
How to Boost Customer Satisfaction in Your Contact Center
Speaker:Shai BergerCo-Founder & CEO, Fonolo
June 20, 20132:00 PM EDT
Waiting on Hold is a Top Complaint
Average Speed to Answer
> 30 sec ?Customer
satisfaction is in danger!
Call-backs can eliminate hold-time
and so much more…
75%
Consumers who think the option of a call-
back is “highly appealing”.
- Forrester
#1: Happier Customers
32%
Reduction in abandoned calls after
adding a call-back option.
- ContactBabel
#2: Less Abandonment
35%
Amount saved by AllStream in 2012
after adding call-backs
#3: Lower Telco Costs
13%
Reduction in handle time seen by Optus
after adding call-backs in 2011.
#4: Shorter Handle Time
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 (starts at $15k/yr)
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.”
Visual IVR Pre-call Questions
Virtual Queuing
Ready-to-Use Component for Your Mobile App
No Need for ITAdd the widget to your site with just a few
lines of HTML.
Interested in seeing more?
Register for this free webinar to join the live Q&A.
June 20, 2013 2:00 PM EDT
