HOW TO LOWER ABANDON RATES AND IMPROVE THE CX

WITH ONE SOLUTION

@fonolo #CallCenter

CUSTOMER EXPECTATIONS ARE VERY HIGH

Say companies need to put more work into providing a seamless experience.

Source: Zendesk

87%

76%say “just ONE

unpleasant contact center experience is

likely to make me take my business

elsewhere.”

Source: YouGov

SOCIAL MEDIA AMPLIFIESHIGH EXPECTATIONS!

35%of inquiries that begin through other channels

eventually escalate to voice.

TWEET VENTING!

Source: onholdwith.com

THE MAIN FOCUS OF THE CONTACT CENTER MUST BE ON THE

CUSTOMER EXPERIENCE

Source: Consumer Reports

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

WHAT CUSTOMER SERVICE PROBLEMS CAUSE THE MOST FRUSTRATION?

WHY CALL-BACKS

Lower Abandonment

Smooth Out Call Spikes

Shorten Handle Times

Improve the Experience

75%

Say call-backs are “highly desirable”

43%

Average reduction in abandoned calls

October 5, 2017

2:00 PM ET / 11:00 AM PT

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HOW TO LOWER ABANDON RATES AND IMPROVE THE CX WITH ONE SOLUTION