We are excited to have just released a case study of a major Australian mobile carrier. Fonolo allowed their web callers to connect directly to the right call center agent without navigating phone menus or waiting on hold, creating a less frustrating experience. Highlights of the study include:
1. $680,500 in annual cost savings
2. 13% reduction in average handle time (AHT)
3. 14% reduction in cost per call (CPC)
3. 79,200 misnavigated calls avoided
Fonolo’s cloud-based call center solutions provide companies with visual dialing and virtual queuing services, improving customer satisfaction and lowering call center costs.
Trend Alert! Contact Center Industry Predictions for 2023
This report offers perspective on where the contact center industry stands today, plus our trend predictions for 2023.