Best Practices for Reducing Call Center Costs and Improving Caller Satisfaction

The call center interaction remains at the heart of the customer service experience for most consumer-facing companies. Today, that interaction continues to suffer from flaws in the process that frustrate callers and raise costs for companies: annoying phone menus (IVRs), waiting on hold, repeating information to agents, etc.

Why do these flaws persist, despite the clear damage to the caller experience and the added cost to the company? Here are some of the reasons: 1) Call centers are built on proprietary systems which make innovation difficult, 2) The call center function is often outsourced to a 3rd party (or multiple 3rd parties), 3) There are no interoperability standards between call centers. These are all deeply ingrained problems that are not going to be solved in the near future. Or will they?

Until now, fixing these flaws would require costly and time-consuming upgrades to call center equipment. Fonolo offers you a new way to upgrade. Fonolo's cloud-based approach works independently of your call center infrastructure, which means a speedy setup and no deployment costs. By adding a visual interface to your call center, Fonolo can reduce misnavigation, add virtual queuing and collect pre-call information. The bottom line: You will watch your call center costs go down, and caller satisfaction go up.

Join us for our upcoming webinar where we will share our best practices on maximizing your call center expenses and how Fonolo quickly provides positive a ROI.

To view this Webinar, please enter your email address and click Submit:

Your email address and personal information are confidential and will not be sold or rented by Fonolo.

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.

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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.)




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

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