Fonolo

JUNE 22, 2023

The contact center industry boasts some of the most intelligent and innovative CX technologies out there. Visual IVR – now known as Fonolo’s Web Call-Backs – was one of the first self-service technologies to have a hugely positive impact on the customer experience. Read on for a crash course!

Interactive Voice Response 91

Interactive Voice Response Abandon rate Self service Call Center 91

Fonolo

JANUARY 23, 2018

The call center experience is under great scrutiny from today’s consumers. However you measure client happiness – NPS, repeat visits, repeat purchases – you can expect to see improvement when you replace hold-time with a call-back. 2) Reduce Abandon Rates. See this success story. 3) Reduce Telco Cost.

Call Center 141

Call Center Abandon rate Contact Center outsourcing 141

Quality Contact Solutions

MAY 4, 2021

KPI’s – Know what key performance indicators are essential to the program’s success and be sure the prospective inbound call center outsourcing partner understands and can measure them. Consider metrics such as average speed of answer, abandon rate, utilization, talk times, first call resolution, etc.

outsourcing 98

outsourcing Call Center Calibration Abandon rate 98

Global Response

MARCH 1, 2022

After all, when you’re managing a call center, whether it’s in-house or outsourced, there’s a long list of KPIs (key performance indicators) that you could be measuring. Handle time, CSAT, FCR, abandonment rate—the list is nearly endless. Which call center KPIs matter most? Average abandonment rate.

Call Center 62

Call Center Metrics Average Handle Time Abandon rate 62