Date post: | 13-Jan-2015 |
Category: |
Technology |
Upload: | fonolo |
View: | 335 times |
Download: | 1 times |
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!