This Call Center Reduced Abandon Rates by 62%

Fonolo

Velocity was struggling with long hold times and a high number of abandoned calls. Read the success story to learn how they reduced abandon rates by 62% , alleviated caller frustration, and increased agent morale. eBook: The ROI of Call-Backs for Your Call Center.

The Incredible Power of Calling Your Customers Back

Fonolo

Lower abandon rates: Customers forced to wait on hold for a significant amount of time will often hang up, which leads to a spike in repeat calls. eBook: The ROI of Call-Backs for Your Call Center. Download our free eBook and learn how call-backs can deliver concrete ROI.

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

Fonolo

When deployed correctly, call-backs can deliver concrete ROI through several paths: lowered abandon rates, shorter handle time, reduced telco cost and more consistent call volume. Part 1: Lowering Abandon Rates. Lowering Abandon Rates.

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

Fonolo

2) Reduce Abandon Rates. Abandonment leads to higher repeat calling (which can strain the call center system) and, of course, frustrate customers. The call center experience is under great scrutiny from today’s consumers. There are many ways to fall short of their expectations.

Scheduled Call-Backs Are a Call Center Superpower

Fonolo

That drives up the abandonment rate, as callers get tired of waiting on hold. If you want a quantitative example of this, download our free eBook The ROI of Call-Backs for Your Call Center. Webinar: How to Lower Abandon Rates and Improve the CX .

Why Call Center BPOs Need to Offer Call-Backs

Fonolo

Decreasing abandonment rates. eBook: The ROI of Call-Backs for Your Call Center. Download our free eBook and learn how call-backs can deliver concrete ROI. What’s Inside: Lower Abandon Rate.

Is this the End of On-Premise for the Call Center?

Fonolo

eBook: The ROI of Call-Backs for Your Call Center. Download our free eBook and learn how call-backs can deliver concrete ROI. What’s Inside: Lower Abandon Rate. The 2017 edition of the Magic Quadrant report for cloud-based contact centers was released by Gartner last week.

Top Contact Center Acquisitions of 2017

Fonolo

eBook: The ROI of Call-Backs for Your Call Center. Download our free eBook and learn how call-backs can deliver concrete ROI. What’s Inside: Lower Abandon Rate. It’s been a very busy year for acquisitions in the contact center space.

Death by a Thousand Survey Questions

Clarabridge

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.

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

Fonolo

eBook: The ROI of Call-Backs for Your Call Center. Download our free eBook and learn how call-backs can deliver concrete ROI. What’s Inside: Lower Abandon Rate. Everyone involved in customer service wants to understand consumer channel preference.

Chatbots Won’t Save Us from IVR Hell

Fonolo

eBook: The ROI of Call-Backs for Your Call Center. Download our free eBook and learn how call-backs can deliver concrete ROI. What’s Inside: Lower Abandon Rate. The IVR experience (“press 1 for this… press 2 for that…”) has long been part of the contact center.

6 Undeniable Reasons People Hate Calling Your Contact Center

Fonolo

eBook: The ROI of Call-Backs for Your Call Center. Download our free eBook and learn how call-backs can deliver concrete ROI. What’s Inside: Lower Abandon Rate.

5 More Contact Center Reports Worth Your Time

Fonolo

Our favorite chart: eBook: The ROI of Call-Backs for Your Call Center. Download our free eBook and learn how call-backs can deliver concrete ROI. What’s Inside: Lower Abandon Rate.

Mostly Positive Earnings Reports for Cloud Call Center Companies

Fonolo

eBook: The ROI of Call-Backs for Your Call Center. Download our free eBook and learn how call-backs can deliver concrete ROI. What’s Inside: Lower Abandon Rate. It’s earnings time.

Avaya Accelerates its Cloud Pivot with Reorg and Spoken Acquisition

Fonolo

eBook: The ROI of Call-Backs for Your Call Center. Download our free eBook and learn how call-backs can deliver concrete ROI. What’s Inside: Lower Abandon Rate.

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

Comm100

Abandon Rate: Percentage of contacts that are lost before they can be answered. Transfer Rate: Percentage of contacts that have to be transferred to another agent. Provide consistent rating scales.

The Top 5 Emerging B2B Customer Support KPIs

B2B Customer Service Blog - TeamSupport

Some of the more traditional customer support KPIs – like abandonment rate and first response time – are classic KPIs borrowed from departments like sales that aren’t always a natural fit. Click here to download our eBook on the influence of reporting and metrics in B2B customer support! The concept of a KPI (Key Performance Indicator) is common in the business world, yet for some customer support teams it may be new terminology.

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The Top 5 Emerging B2B Customer Support KPIs

B2B Customer Service Blog - TeamSupport

Some of the more traditional customer support KPIs – like abandonment rate and first response time – are classic KPIs borrowed from departments like sales that aren’t always a natural fit. Click here to download our eBook on the influence of reporting and metrics in B2B customer support! The concept of a KPI (Key Performance Indicator) is common in the business world, yet for some customer support teams it may be new terminology.

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