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

Today’s Webinar:

1. Customer Expectations2. Improving Customer Satisfaction

Levels3. Lowering Abandon Rates4. Case Study: Tech CU5. About Fonolo6. Q&A

Customer expectations

are VERY high.

25% Fall 21% Rise

Hold Time Sales

say “just ONE unpleasant contact center experience is likely to make me take my business elsewhere.”

Source: YouGov

76%

have left a company because of poor phone service.

Source: Zendesk

60%

Source: ROI Research

share opinions about companies or products.

33%Social Media Adds Pressure

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

Tweet Venting!

Source: onholdwith.com

Key Takeaway:Rising expectations are driving industry leaders to focus on customer experience.

Businesses lose

customers every day by putting them

on hold.

This is an entirely FIXABLE problem.

Good News!

Today’s Case Study

• Over $1.8B in assets• 69,000 members• 10 branches in the Silicon Valley

area

Their Call Center

• 12,000 calls/mo

• 5 min average handle time

• 16 agents

• Nortel ACD

Their Challenges

• Cope with high traffic days

• Reduce abandon rates

• Improve customer satisfaction

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!