Shai Berger

CEO

Fonolo

How a Call Center Eliminated Over

400,000 Minutes in Hold-Time

May 21, 2015 at 2:00 PM ET

Gibbs Jones

Senior VP, Customer

Experience

Suddenlink

Mark Nelson

VP Shared Services

Suddenlink

Customer

expectations are

VERY high.

have left a company because

of poor phone service.

Source: Zendesk

60%

8.9

8.5

8.2

8.2

8.1

7.8

6.9

5 6 7 8 9 10

Can't get a human on phone

Many phone steps needed

Long wait on hold

Unhelpful solution

Extras are pitched

No apology for unsolved problem

Boring hold music or messages

Source: Consumer Reports

Customer Service Problems That Infuriate People Most

(Scale of 0-10, With 10 Being the Most Annoying)

Hold-Times are a Top Complaint

Businesses lose

customers

every day by

putting them

on hold.

Good News!The problem

is easily

FIXED…“Press 1 to get

a call-back

from the next

agent.”

• 7th largest cable company in

the United States

• Provides TV, Internet and

telephone service

• 1.4m residential and

commercial subscribers

About

Case Study

• 6 centers spread out across

multiple states

• Aspect ACD/IVR

• 14m calls / year

Their call center:

Case Study

• Saved 400,000 minutes of hold-time

• Improved the calling experience

• Reduced abandon rates by 25%

With Fonolo turned on, Suddenlink:

Results

“Implementing Fonolo has been a huge

success. It’s clear that offering a call-back

option is essential to providing excellent

customer service.”

- Gibbs Jones

Deployment in days

Works with any call centerCloud =

Affordable

Cost scales with usage=

Why Fonolo?

SaaS

A real-life phone interview

Register for this free webinar to join

the live Q&A.

May 21, 2015

2:00 PM EDT

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