The awards program recognizes companies who demonstrate excellence in customer service for the call center.
Companies were selected based on the cumulative amount of customer hold time saved according to data collected by Fonolo.
“We are thrilled to acknowledge these recipients for their commitment to outstanding customer service. With Fonolo’s innovative cloud-based technology, it’s easy for contact centers to add features like call-backs and visual IVR. This year’s winners have eliminated an unprecedented amount of hold time, thereby exceeding consumer expectations. They deserve to be recognized for this exceptional achievement.”
– Shai Berger, CEO, Fonolo
HomeAdvisor, is a leading nationwide digital home services marketplace providing homeowners the tools and resources for home repair, maintenance and improvement projects.
“We launched Fonolo a little over a year ago and we didn’t see the dramatic, immediate results we anticipated. However, once we utilized Fonolo’s expert staff to help us analyze call data, we recognized that Fonolo was having a valuable impact. Fonolo helped us determine what the proper settings should be, and at that point we saw a noticeable abandon rate improvement.”
– Matt Zurcher, Senior Vice President of Customer Care, HomeAdvisor
Nutrisystem, Inc., is a leader in the weight loss industry, having helped millions of people lose weight over the course of 45 years.
“We are always evaluating our customer relationships and customer experience with our brand. One of those primary touch points is our contact center. We like to provide a positive and convenient experience, and that’s where the Fonolo solution set has been able to assist us. Fonolo’s In-Call Rescue call-back option allows our customers to hold their place in queue without having to stay on the phone line. This added convenience has been well received by our customers and our team.”
– Bill MacBride, Senior Vice President of Customer Care, Nutrisystem Inc.
HKT Teleservices, a subsidiary of HKT, Hong Kong’s premier telecommunications service provider, offers clients world-class global contact center and BPO services in all facets of voice and non-voice customer services, technical support, sales, retention, and other business processes.
“We are delighted that our continued focus on delivering excellent customer service has been recognized. The Fonolo solution was very easy to implement and the team has been great to work with since transitioning to production. Their service has substantially improved our abandon rate at a time when call volume increased substantially.”
– Gene Oliver, Vice President of Information Technology & CIO, HKT Teleservices (US)