True Story – How a Call Center Reduced Abandonment Rates with Call-Backs

Call Center

True Story – How a Call Center Reduced Abandonment Rates with Call-BacksInterested in hearing this success story? Block your calendar for Thursday, April 21st at 2:00 PM ET and listen to Chris Gloede, CMO at American Bar Association, speak about how call-backs reduced their abandonment rates by 78%.

First, let’s take a moment and think about how your call center is performing. Do you experience spikes in call volume? Are people hanging up because hold-times are too long? When is this taking place and why? And how is this affecting brand perception and the customer experience? When we asked Chris Gloede these questions, and what the main driver was for a call-back solution, he said this,

We had abysmal abandonment rates and service levels. There were days where customers waited over an hour to talk to us… Fonolo was an important part of a turnaround that helped us resolve unacceptable wait times.

 

In an effort not to tell Chris’ whole story, we invite you to register for our webinar and hear it for yourself. Joined by call center thought leader, Shai Berger, CEO at Fonolo, this webinar promises to deliver a strategy that will get you excited about improving the customer experience!


Check out this video snippet from Shai himself!

 

 

How to Handle Call Volume During Peak Times

Guest speaker Ricardo Mejia, VP of First Service Credit Union, will discuss how his call center reduced abandon rates, improved the calling experience, and seized the opportunity to better manage spikes in call volume.

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