This Call Center Reduced Abandon Rates by 62%


Velocity was struggling with long hold times and a high number of abandoned calls. They thought they had to replace their legacy call center system to correct this problem – which would be costly and time consuming. How a Call-Back Solution Can Help.

The ROI of Call-Backs for Your Call Center [eBook]


In a perfect world, your contact center would never put callers on hold. If hold time is unavoidable, the next best thing to do is offer a call-back option. Part 1: Lowering Abandon Rates. Lowering Abandon Rates. How Call-Backs Help.

When Adding Call-Backs to Your Call Center, Beware The “Free” Option


The call center experience is under great scrutiny from today’s consumers. On the other hand, call center managers have to be cost-conscious in their approach to staffing. For these reasons, and others, it’s worth considering the call-back solution from a 3 rd party.

The Incredible Power of Calling Your Customers Back


While we’re not all Eternia-born superheroes like him, per se, as mere mortals we can still aim to be the masters of our own universes (contact center universes, if we’re being specific here) and harness the unshakable power to satisfy our customers. What’s Inside: Lower Abandon Rate.

TOP 20 Call Center Metrics Managers Can’t Ignore (FREE EBOOK)


Customers call, agents resolve their queries, managers supervise, all things seem to run their course… STOP! Inbound call center metrics: Inbound Call Volume. First Call Resolution. Call Abandonment Rate. Occupancy Rate. Hit Rate.

Scheduled Call-Backs Are a Call Center Superpower


Many call center platforms today offer some form of call-back functionality. That means if your hold times are long, your callers have the option to get a call at a later time instead of waiting for an agent. You can think of this as “ASAP” call-backs.

Why Call Center BPOs Need to Offer Call-Backs


As the demand for outsourced call centers grows annually by 6%, it’s critical for BPOs to offer services that meet these growing expectations. The ability to offer callers the option of a call-back is a popular request from companies choosing a contact center BPO.

Mostly Positive Earnings Reports for Cloud Call Center Companies


We’ve been following publically-traded companies for whom cloud call center is a significant component of their business. In their earnings release, they highlighted two new products related to the contact center. eBook: The ROI of Call-Backs for Your Call Center.

Survey Shows Growing Popularity of Call-Backs Among BPOs


Luckily, more and more call centers are offering a call-back option, as an alternative to waiting in the queue. We, at Fonolo, see this trend through the increased demand of our call-back solution. Call-Back Popularity by Region. What’s the Benefit of Call-Backs?

Top Contact Center Acquisitions of 2017


It’s been a very busy year for acquisitions in the contact center space. Below is a list of the contact center acquisitions that we think were the most impactful in 2017. billion is probably the largest ever transaction in the call center industry. Smooth out Call Spikes.

6 Undeniable Reasons People Hate Calling Your Contact Center


The call center can be a great resource for getting questions answered, but it’s typically not the most enjoyable experience. The truth is, phone calls are essential to customer service. Here’s why people just hate calling a contact center. Smooth out Call Spikes.

How Will People Contact Companies Next Year? Beware Cohort Behavior Studies


Here is a common example: We used that exact chart (hat tip to RingCentral ) in last week’s webinar on AI in the Call Center. See 4 Insightful Contact Center Reports You Should Be Reading. eBook: The ROI of Call-Backs for Your Call Center.

Chatbots Won’t Save Us from IVR Hell


The IVR experience (“press 1 for this… press 2 for that…”) has long been part of the contact center. 69% said they “agree” or “strongly agree” that IVRs make it hard to describe the problem that they’re calling about. They Call Because They Can’t. Smooth out Call Spikes.

Avaya Accelerates its Cloud Pivot with Reorg and Spoken Acquisition


Spoken built a cloud version of Avaya’s Aura Elite call center technology, so the short term motive here is immediately obvious: to quash the nagging criticism that Avaya has no cloud strategy. Avaya’s new call center, Oceana , would be more immune from this attack.

5 More Contact Center Reports Worth Your Time


Nothing says summertime like lounging by the pool and reading contact center industry reports, amirite? Calling one axis “Completeness of Vision” always seemed a bit new-agey to me. We wrote about it here: Survey Shows Growing Popularity of Call-Backs Among BPOs.

Customer Service KPIs, Metrics and More: How to Build an Effective Reporting System


Here are some KPIs that are common to many contact centers : Customer Satisfaction: How satisfied customers are with your service. Abandon Rate: Percentage of contacts that are lost before they can be answered. Provide consistent rating scales.

Death by a Thousand Survey Questions


He called it “ridiculous” and closed his browser. And 80% of customers have abandoned a survey halfway through. One Clarabridge customer replaced a long survey with a high abandonment rate with a much simpler one that included a few scored questions and one open-end.