Call Center Scheduling Featured Article
Bathroom Fixture Company Kohler Finds Valuable CX Tools in Callback Technology
Companies today are challenged to keep their call centers fully staffed. High turnover, low unemployment rates and the lingering effects of the COVID-19 pandemic have put customer support personnel at a premium. Staffing the call center to accommodate the highest call and contact volumes can waste significant money, as these staff remain idle during other times. At the same time, you don’t want your customers faced with long waits.
For many companies, implementing callback technology – and encouraging customers to use it – is one way to tame call volumes and match them to staffing. Callback technology can have an enormous impact when used in the context of a customer experience strategy.
Kohler, a provider of kitchen and bath products, engines and power systems and premier cabinetry, recently implemented Fonolo’s (News - Alert) cloud-based call-back solution to help its support team provide exceptional customer experiences, even during periods of high demand.
Kohler's contact center handles thousands of interactions daily, with 70 percent conducted on the voice channel. Due to the complex and lengthy nature of these interactions, their team needed a better way to manage hold times for customers. Mike Abler oversees Kohler (News - Alert)'s customer care organization and describes their early experiences with Fonolo as a positive influence on their recent service level improvements and customer experience.
"With the Fonolo tool, we are setting our customer up for a positive engagement — an immediate feather in our cap — and it puts us in a positive position before the interaction even occurs," says Abler.
Abler credits Fonolo with raising Kohler's level of service while acting as a lifeline during unexpected staffing challenges and peak call volume periods. He also notes the exceptional service Fonolo consistently provides, which aligns well with their own values around customer care.
Shai Berger (News - Alert), CEO of Fonolo, noted that callback technology becomes particularly valuable when implemented as an element of an expansive strategy to improve customer care.
“This story is a great example of a business getting full ROI from their solution," said Berger. "It really goes to show how powerful call-backs can become when used tactically."
Edited by Erik Linask