how a call center improved csat levels and abandon rates!
DESCRIPTION
In this one hour webinar you’ll learn one proven method that can change your approach to customer service and is guaranteed to improve the customer experience. You’ll hear from guest speaker Jeannie Sugaoka, Senior Vice President of Support Services, at Technology Credit Union who will talk about how her company reduced abandon rates by 37% and seized the opportunity to offer a great customer experience.TRANSCRIPT
![Page 1: How a call center improved csat levels and abandon rates!](https://reader034.vdocument.in/reader034/viewer/2022051818/54b4071d4a7959236b8b4639/html5/thumbnails/1.jpg)
Shai BergerCo-Founder & CEO Fonolo
How a Call Center Improved CSAT Levels and Abandon RatesSept 11th, 2014 at 2:00 PM ET
Jeannie SugaokaSenior VP of Support ServicesTech CU
![Page 2: How a call center improved csat levels and abandon rates!](https://reader034.vdocument.in/reader034/viewer/2022051818/54b4071d4a7959236b8b4639/html5/thumbnails/2.jpg)
Today’s Webinar:
1. Customer Expectations2. Improving Customer Satisfaction
Levels3. Lowering Abandon Rates4. Case Study: Tech CU5. About Fonolo6. Q&A
![Page 3: How a call center improved csat levels and abandon rates!](https://reader034.vdocument.in/reader034/viewer/2022051818/54b4071d4a7959236b8b4639/html5/thumbnails/3.jpg)
Customer expectations
are VERY high.
![Page 4: How a call center improved csat levels and abandon rates!](https://reader034.vdocument.in/reader034/viewer/2022051818/54b4071d4a7959236b8b4639/html5/thumbnails/4.jpg)
25% Fall 21% Rise
Hold Time Sales
![Page 5: How a call center improved csat levels and abandon rates!](https://reader034.vdocument.in/reader034/viewer/2022051818/54b4071d4a7959236b8b4639/html5/thumbnails/5.jpg)
say “just ONE unpleasant contact center experience is likely to make me take my business elsewhere.”
Source: YouGov
76%
![Page 6: How a call center improved csat levels and abandon rates!](https://reader034.vdocument.in/reader034/viewer/2022051818/54b4071d4a7959236b8b4639/html5/thumbnails/6.jpg)
have left a company because of poor phone service.
Source: Zendesk
60%
![Page 7: How a call center improved csat levels and abandon rates!](https://reader034.vdocument.in/reader034/viewer/2022051818/54b4071d4a7959236b8b4639/html5/thumbnails/7.jpg)
Source: ROI Research
share opinions about companies or products.
33%Social Media Adds Pressure
![Page 8: How a call center improved csat levels and abandon rates!](https://reader034.vdocument.in/reader034/viewer/2022051818/54b4071d4a7959236b8b4639/html5/thumbnails/8.jpg)
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
5 5.5 6 6.5 7 7.5 8 8.5 9 9.5 10
8.9
8.5
8.2
8.2
8.1
7.8
6.9
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
![Page 9: How a call center improved csat levels and abandon rates!](https://reader034.vdocument.in/reader034/viewer/2022051818/54b4071d4a7959236b8b4639/html5/thumbnails/9.jpg)
Tweet Venting!
Source: onholdwith.com
![Page 10: How a call center improved csat levels and abandon rates!](https://reader034.vdocument.in/reader034/viewer/2022051818/54b4071d4a7959236b8b4639/html5/thumbnails/10.jpg)
Key Takeaway:Rising expectations are driving industry leaders to focus on customer experience.
![Page 11: How a call center improved csat levels and abandon rates!](https://reader034.vdocument.in/reader034/viewer/2022051818/54b4071d4a7959236b8b4639/html5/thumbnails/11.jpg)
Businesses lose
customers every day by putting them
on hold.
![Page 12: How a call center improved csat levels and abandon rates!](https://reader034.vdocument.in/reader034/viewer/2022051818/54b4071d4a7959236b8b4639/html5/thumbnails/12.jpg)
This is an entirely FIXABLE problem.
Good News!
![Page 13: How a call center improved csat levels and abandon rates!](https://reader034.vdocument.in/reader034/viewer/2022051818/54b4071d4a7959236b8b4639/html5/thumbnails/13.jpg)
Today’s Case Study
• Over $1.8B in assets• 69,000 members• 10 branches in the Silicon Valley
area
![Page 14: How a call center improved csat levels and abandon rates!](https://reader034.vdocument.in/reader034/viewer/2022051818/54b4071d4a7959236b8b4639/html5/thumbnails/14.jpg)
Their Call Center
• 12,000 calls/mo
• 5 min average handle time
• 16 agents
• Nortel ACD
![Page 15: How a call center improved csat levels and abandon rates!](https://reader034.vdocument.in/reader034/viewer/2022051818/54b4071d4a7959236b8b4639/html5/thumbnails/15.jpg)
Their Challenges
• Cope with high traffic days
• Reduce abandon rates
• Improve customer satisfaction
![Page 16: How a call center improved csat levels and abandon rates!](https://reader034.vdocument.in/reader034/viewer/2022051818/54b4071d4a7959236b8b4639/html5/thumbnails/16.jpg)
A real-life phone interview
Register for this free webinar to join the live Q&A.
September 11, 2014 2:00 PM ET
Register Now!