Webinar Registration

How Pre-Call Questions and Post-Call Surveys Can Radically Improve Your Call Center

When: Thursday, February 16 2012 2:00 - 3:00 PM EST

If you want your call center to deliver a pleasing experience in a cost-effective manner, what happens before and after the call is just as important as the call itself!

One of the most time-consuming parts of a typical call center interaction is the initial information exchange between callers and agents. This exchange is particularly frustrating when an IVR could have asked (or already did ask!) for this information prior to connecting the call.

Collecting information before a call is one of the best ways to cut down on handle times and cost. In this webinar we will examine why this process is frequently compromised by complicated multi-site/multi-vendor environments and how it places an additional burden on agents. We will then look at Fonolo as an alternative way to collect pre-call information from customers through its ground-breaking visual interface.

What about after the call? Getting feedback from callers is a persistent challenge. Techniques such as post-call emails, phone surveys and online questionnaires don't work well. Why? Most callers are eager to get on with their day and don't want to spend extra time on the phone or answering email. Fonolo's visual interface can present a customizable questionnaire immediately after the call, while your caller is still engaged and ready to provide feedback.

What do pre-call questions and post-call surveys have in common? They are both powered by Fonolo's visual dialing interface, which embeds easily in your company's website or mobile application. Furthermore, Fonolo's cloud-based approach means that no changes are required to your call center infrastructure or business processes.

Register today for our upcoming webinar where we will show how adding pre-call questions and post-call surveys can save your organization time and money, and improve the call center experience you provide to your customers.

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Step 1 of 5: Getting Started With Fonolo is Easy!

In just a few minutes, you'll be able to see a "visual map" of the options in your company's phone menu and create a "call widget" that allows callers to navigate through your phone system in one click. You'll also generate a mobile-style preview that you can access through a smartphone or web browser. But first, we'll need some basic info.

  1. So we know who you are.
  2. We'll use this to show you what the widget will look like on your site. (Most people choose their company's home page.)
  3. Must be a North American direct-dial number. (For numbers outside the US and Canada, contact us.) If your phone number isn't found in our database, you can continue building your widget today using one of our sample IVRs, until your phone menu is added to our system.
To see your existing Widget Preview, hit the Preview button now, or Continue to create a new one.
Preview
Continue

Checking the Fonolo IVR database for the number .

Sorry! We were not able to find in our database, but we've added it to our system to be scanned.

For now, you can use a sample IVR to create a call widget and experience all of Fonolo's features. When your IVR has been scanned, we'll send you a note so you can connect it to your trial.

Continue

Step 2 of 5: Mapping "Call Buttons" to Your Phone Menu

Drag and drop options from your IVR onto the call widget to create "call buttons" that can be used to skip through your IVR. If your company's phone menu doesn't appear here, please select one of the sample IVRs from the drop-down menu.

    No Nodes found in database for selected tree.

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Step 3 of 5: Basic Appearance

Every element of the Fonolo widget is configurable through our web interface. But for now, let's keep things simple! Just choose a title and theme.

Widget Title


Widget Color Theme
Try this live demo!

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Step 4 of 5: Tab Configuration

Visitors to your site will activate the Fonolo trial widget by clicking on a tab that appears on the side of the web page.
Call widgets can be also embedded in any page and customized in many ways.

Tab Label


Tab Position

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Step 5 of 5: Advanced Features

By adding Fonolo as a new "front end" to your call center, you automatically gain access to powerful features like:

Hold-For-Me / Scheduled Call-Backs
Your callers will never have to wait on hold again! Instead, they'll get a call-back when the next agent is available. We also allow scheduled call-backs which can make your call center more efficient by shifting calls to off-peak periods.

Pre-Call Questions
Dramatically reduce the time your agents spend on each call by collecting key information (e.g. account numbers, reference numbers) before the call. That way, agents can get right down to business when connected to callers. All your existing CTI and "screen pops" will be unaffected.

Post-Call Surveys
The best way to get feedback on your call center is to ask questions immediately after the call, when the experience is still fresh in the mind of the caller.

All of these features are fully configurable at Fonolo's convenient customer portal.
Fonolo's cloud-based approach makes it quick and painless.
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You're all Set!

Until Fonolo scans your IVR at , the call widget will continue to use the sample IVR you selected.

To be notified when your actual IVR has been scanned, please let us know where to contact you. (This step is optional.)




Register
Thank you. We will contact you at when your phone menu is ready.

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