Why Call-Backs Are

Important

for Every Contact Center

#cctr@fonolo

Today’s Speakers:

Sam Pirrera, VP of Insurance Distribution, Mass Insurance

Sam Pirrera oversees day-to-day service and operations at Mass Insurance

Brokers Limited. With a passion for quality, he has been the leader for the customer

service team since 2010.

Shai Berger, Co-Founder and CEO at Fonolo

As a leader, innovator, and thought leader, Shai Berger is on a clear mission to

educate the call center industry on how to improve the customer experience.

Today’s Webinar

The Importance of Call-Backs

A Customer Success Story

Best Practices for Using the Solution

How to Calculate ROI

Different Ways Call-Back Solutions Work

Q&A

The Importance of

Call-Backs

#cctr@fonolo

Expectations for

customer service

are VERY high…

…across a growing number

of channels…

Source: Dimension Data, Global Contact Center Benchmarking Report

Today

3 years ago

6 years ago

= voice channel

Source: YouGov

…but the

voice

channelis as

important

as ever.

"Because the customers have already tried

to self-serve and failed, they are already

somewhat frustrated and the agent starts

two steps back at the word hello.”

- Ian Jacobs,

Forrester Research

say “ just ONE

unpleasant contact

center exper ience is

l ike ly to make me

take my business

elsewhere.”

76%

Most Infuriating

Customer Service Problems

Can’t get a human on phone

Many phone steps needed

Long wait on hold

Extras are pitched

No apology for unsolved problem

Boring hold music

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

Source: Consumer Reports

The public has a powerful voice now.

Businesses

LOSE

CUSTOMERS

every day by

putting them on

hold!

63% of customers

prefer getting a

call-back to waiting

on hold.

A Customer

Success Story

#cctr@fonolo

Case StudyMass Insurance Brokers Limited

• Providing competitively-priced

insurance since 1979

• Over 30 years of knowledge

and hands-on experience

• Attractive discounts and

customized coverage options

About Us

• 3 branches

• 50 insurance brokers

• Avaya call center platform

The Call Center

• Long hold times

• Meeting customer

expectations

• Improving the calling

experience

The Challenges

“As our business grows, so does the

expectations of our clients. We wanted

to give them the power to choose how

they do business with us, without

sacrificing the service they are

accustomed to.”

• Implemented ICR

(In-Call Rescue)

• Callers have the option to

receive a call-back when

hold times are too long

The Solution

“Press 1 to get a call-

back from the next

agent.”

“From start to finish – implementation to

training and support – Fonolo has been

a welcomed addition to our brokerage.”

How it Works

Ring! A happy caller is

connected.

Customer presses 1

for a call-back.

Customer relaxes while

Fonolo waits on hold.

• 40,000 minutes of hold

time saved

• Over 5,800 call-backs

utilized

• Increase in customer

satisfaction

The Results

#cctr@fonolo

Best Practices for

Using the Solution

#cctr@fonolo

The “Time-Till-Offer”

“Thank you

for calling…”

“Please wait

for the next

available

agent…”

“Instead of waiting

on hold, press 1 to

get a call-back…”

Call

begins

IVR

interaction

Hold-time

begins

TTOCall-back

offered

Your call

center

Your mobile

app

Multi-Channel Usage

The WRONG Way

The

RIGHT

Way

Power of Pre-Call Questions

Scheduled Call-Backs

Widget appears in

response to user

clicking “call me back”

button

Visual IVR

Timeslot options for

scheduled call-back

How to

Calculate ROI

#cctr@fonolo

ROI by

Reducing Abandon Rates

Abandon Rateabandoned

calls total calls =

Chris AbelBright Horizons

We saw an immediate impact on

our abandonment rate…

on our busiest days it was down

by…

33%

Raza JivaniNationstar Mortgage

This was the first ever cloud

solution in our organization…

lowered abandonment rates, at

peak times by…

35%

Cost per Abandon

Average Selling PriceAverage value of products sold over the

phone

$400

Close rateOdds that a phone call will yield a sale

3%

Cost of Abandoned CallThe “lost opportunity” when a caller hangs up

$12

x

Annual Calls500,000

Abandon Rate

Abandon Rate Reduction

Abandoned Calls Eliminated

30%

35%

52,500

Total Savings(Calls Avoided X Cost per Abandon) $630,

000

x

Total Savings

x

ROI by

Shorter Handle Times

Importance of Handle Time

~80% of

total cost!

ROI by

Lower Telco Costs

Queuing Virtual QueuingIVR

2

Call-Back

accepted

Call

begins

Conversation

Call-Back & hand-

off to agent

3

Call

ends

1

Change in Telco Cost

IVR Queuing Virtual Queuing Conversation

Cost

C

B

A

Original:

Cost

C

B

A

With Call-Backs:

1 2 3

ROI by

Smoothing out Spikes

The Basic Idea

Calls

Time of day

Deferred calls from peaks will “fill up” the troughs.

A Typical CaseLunch-time peak exceeds

average by 35%

Cal

ls

Average call volume

Callers at noon might wait

up to 560 sec!

But callers at 3:00 PM

have no wait time at all

ASA

Svc

Leve

l

!

Goal is 80% of calls

answered within 20 secs

Goal fails between 10:30

and 1:00 PM

Call Deferment Strategy

Between 10:00 AM and 1:00 PM, take 20% of the calls and redistribute evenly between 2:00 PM and 4:30 PM

The Results

Calls deferred from the

morning…

…added to the

afternoon.

With scheduled call-

backs in place, the call

volume is smoother.

Cal

lsA

SA

ASA never goes above

17 seconds.

Svc

Leve

l Service level never goes

below 80%.

The ROI of Call-Backs for Your

Call Center

Different Ways

Call-Back Solutions Work

#cctr@fonolo

Deployment Options

Customer First vs. Agent First

Platform-Native vs. External

What’s the Best

Path for You?

A real-life phone interview

Call-Back Solutions

for the Call Center

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

Mobile RescueReady-to-Use Component for Your Mobile App

Widget appears in

response to user clicking

“We’ll Call You”

Visual IVR

Pre-call question will be

whispered to the agent

Timeslot options for

scheduled call-back

Web RescueAdd the widget to your site with just a few lines of HTML.

Chat / SMS Interaction

Caller can receive confirmation &

updates via SMS.

Escalate smoothly from chat to a live

voice call.

Simple Configuration

Real-Time Call Stats

See a live snapshot of your calls and view historical

data including CDRs, surveys, and more.

Powerful Controls

Call-Back Options

Configure each queue with

its own schedule, limits,

agent whispers and more.

Intelligent Call Routing

Change how calls are routed

via SIP trunking, the PSTN,

or the Fonolo Appliance.

Success Stories

fonolo.com/blog

linkedin.com/company/fonolo

facebook.com/fonolo

sales@fonolo.com

@fonolo

#cctr