3 Ways to Improve the Call Center Experience and Lower Costs, with no Infrastructure Changes

When: Thursday, September 22 2011 2:00 – 3:00 PM EDT

Call centers today subject their callers to a number of aggravations: Annoying phone menus, lengthy hold-times and the unnecessary repeating of information to agents. These aggravations hurt companies in two ways. First, they lower customer satisfaction (which ultimately hurts the bottom line). Second, they hurt call center efficiency (which ultimately raises costs).

These flaws in the call center process have been with us for decades and, in principal, the solutions are well known: Phone menus should be replaced with interactive visual interfaces, hold times should be replaced with call-backs and key information should be collected from callers before the conversation with an agent begins. Yet, these solutions are rarely encountered today. What has kept the call center experience stuck in this rut?

The primary roadblock to innovation in the call center has been integration costs. Because the modern call center is built on proprietary platforms from disparate vendors, any new functionality requires onerous customization work. When multi-site or 3rd party call centers are added to the mix, the challenge becomes nearly insurmountable.

Fonolo finally clears this roadblock with its ground-breaking technology. Now any call center can easily add visual navigation, virtual queuing, pre-call questions or other advanced features without having to make any infrastructure changes.

Fonolo provides a visual interface that easily drops in to your website or smartphone application and acts as a new “front end” to your existing call center. Join us for this informative webinar that will examine the costs of today’s flawed calling experience, and will illustrate the benefits of Fonolo with case studies from Optus, Royal Bank of Canada, Sirius Radio and more.

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