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