Shai BergerCo-Founder & CEO Fonolo

Best Practices for Improving Call Center Performance

Mark EdelmanVP, Digital Member ServicesStanford Credit Union

August 27th, 2015 11:30 AM ET

Today’s WebinarThe importance of the call center

Lowering abandon rateReaching a younger generation

Smoothing out spikes

Introduction to Fonolo

Expectations for Customer

Service are VERY high.

have left a company because of poor phone service.

Source: Zendesk

60%

The Main Focus of the Contact Center Must be on the

Customer Experience

Most Infuriating Customer Service Problems

Can’t get a human on phoneMany phone steps needed

Long wait on holdExtras are pitched

No apology for unsolved problem

Boring hold music

0 2 4 6 8 10

Scale 0-10, with 10 being the most annoying.

Source: Consumer Reports

The “Time-Till-Offer”“Thank you

for calling…”

“Please wait for the

next available…

”

“Instead of waiting on hold, press 1 to get a

call-back…”

Call begins

IVR interaction

Hold-time begins

TTO Call-Back offered

The Mobile Future is Hereof inbound customer service calls across eight countries will be made from smartphones, by 2016

- Ovum Research

36%

SMS is becoming a game-changer

for customer service.

Call Deferment StrategyBetween 10 AM and 1 PM, take 20% of the calls and redistribute evenly between 2 PM and 4:30 PM

A real-life phone interview

Register for this free webinar to join the live Q&A. August 27th, 2015

11:30 AM ET

Register Now!