November 07, 2017
Webinar - Join Us Thursday to Learn about Call-Backs
By Paula Bernier, Executive Editor, TMC
People love being on their phones. It can be enjoyable, even addictive, to use a phone to check out social media, play games, and read news.
But waiting on hold for customer service? Not so much.
That’s why Fonolo (News - Alert) has introduced a call-back solution for contact centers. That allows call centers to offer people the option to get a call-back rather than waiting on hold for help. That way, callers can maintain their place in the queue – but without having to do it with a phone attached to their ears.
Call-back solutions tend to make for happier customers. That’s because they don’t grow frustrated waiting and listening to on-hold messages or music.
Less frustrated customers are less likely to spend a lot of time complaining. And that can translate into faster average handling times for call centers and lower abandon rates.
Plus, it can make for a more pleasant call center agent experience. That’s meaningful since agent churn is high – on the order of 30 to 45 percent. And every time a call center has to hire a new agent, they incur new costs.
But those are just a few of the many benefits of call-back solutions.
Fonolo recently published an eBook that more fully details the benefits of call-back solutions. It’s called “The ROI of Call-Backs for Your Call Center.” It delves into the benefits of contact center call-back solutions. It provides case study material about how real-world companies are benefitting from call center call-back solutions today. And it provides survey results and other statistics about call-backs.
The company is also spreading the word about the benefits of call-backs through online events. This Thursday Fonolo partners with TMC (News - Alert) to present the webinar “How Call-Backs Can Save Your Call Center.”
I’ll be moderating this webinar. And the featured speaker will be Fonolo co-founder and CEO Shai Berger (News - Alert).
So mark your calendar for Nov. 9 at 11 a.m. Pacific/2 p.m. Eastern time. And register at this link.
Edited by Maurice Nagle