Tag Archives: call-back-solution

Are You Prepared for Unpredicted Spikes in Call Volume? [Slideshare]

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Are You Prepared for Unpredicted Spikes in Call Volume [Webinar]While today’s tech-savvy consumers are using more non-voice channels to connect with businesses, the act of picking up the phone to quickly and verbally resolve an issue (complex or otherwise) isn’t going anywhere anytime soon. The problem with this? According to an Accenture study, consumers’ top two complaints were:

  1. Having to contact customer service multiple times; and
  2. Being kept on hold for too long.

This consumer pet peeve is exacerbated by the fact that contact centers routinely face expected, and unexpected, spikes in call volume. Expected spikes can be a result of seasonality and promotional events, and unexpected spikes can stem from product recalls or natural disasters.

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How to Prepare Your Call Center For Spikes in Call Volume: The Financial Industry

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How to Prepare Your Call Center for Seasonal Spikes: UtilitiesLike most companies competing in the modern marketplace, the financial industry is subject to spikes in call volume due to seasonality. Despite the increased offering of digital channels for handling customer service requests, surges in call center activity for financial institutions are a regular occurrence. The reason for these surges varies: They may be the result of unexpected crises (such as a data breach) or more predictable events like annual mortgage renewals or tax season. Added to this are the challenges brought forth by the digital era, which have the financial sector rushing to adapt to meet the increased demands of contemporary customers.

As banks close their physical branches, with more services being offered through their digital channels, customers take to the phones to have their questions answered. 30% of customers calling in are doing so with “moment of truth encounters” that “have higher emotional stakes for the customers.” These become key interactions in maintaining – or losing – customer loyalty. When call volumes spike, the stakes are even higher as customers deal with frustratingly long hold times.

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Four Metrics that your Utility Contact Center Needs to Track

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Four Metrics that your Utility Contact Center Needs to Track Following widespread industry deregulation, the energy and utilities sector has become increasingly competitive.  With more and more choices available to customers, providing quality customer service is more critical than ever. Customer loyalty is no longer guaranteed, with negative experiences driving ratepayers to the competition: 43% of utility customers who have a negative experience are still members after a year, compared to 74% of those who’ve had a positive experience. It’s a perfect storm of high consumer expectations, a host of new challenger brands, and online price comparison sites.

In this new era, customer service has become the battleground for organizations in the utilities sector. Those that win on this front are retaining customers and growing revenue. Those who lose are losing big. For example, in 2018, British Gas announced the loss of 340,000 customers and a 20% drop in profits.

Those looking to regain some ground through their customer service offering must first equip themselves with the data necessary to make informed decisions. What metrics should you measure, though? Here are the four key performance indicators (KPIs) your call center must be tracking.
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3 Ways to Prepare Your Retail Contact Center for the Holiday Rush

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3 Ways to Prepare Your Retail Contact Center for the Holiday RushHere’s a sad (but true) story: The dog days of summer are almost at an end. As customers and clientele begin to re-emerge from their sun-soaked vacations, and step firmly back into reality and back-to-school or back-to-work shopping, contact centers in the retail industry and beyond will no doubt see a sharp influx in customer inquiries, emails, messages, and phone calls. Their volume will rise on every channel, and callers will be expecting exquisite and timely customer service regardless of the demands of the busy season. And, too, the numbers don’t lie: Last year, Black Friday yielded over $6 billion online, with Cyber Monday surpassing that number at $7.8 billion. (To say that customers are active during these shopping days is a gross understatement.) As we mentioned in a recent article, “calls to businesses rose more than 375% over the past two holiday seasons.” Continue reading →

Success Story: How Canada’s HVAC Experts Deliver Customer Excellence with Call-Backs

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Reliance Home Comfort and Fonolo Call-Backs Success Story Customer service is a serious business.

We know this better than anyone else: On a daily basis, we witness our customers working tirelessly to provide exceptional journeys for their own customer base. They are able to achieve greatness because of one important thing: They take service seriously, and in the long-run, this worldview results in success. Today, we bring are pleased to present you with one particularly inspiring success story, featuring a Canadian HVAC, plumbing, and water-heating service provider (and beloved Fonolo customer): Reliance Home Comfort.

Trusted by 1.8 million homeowners and businesses, Reliance Home Comfort is one of Canada’s largest and full-service providers of heating, cooling, water heaters, water purification, plumbing, and protection plans.

 

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Survey Shows Call-Back Deployments Have Doubled in Some Regions

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Survey Shows Call-Back Deployments Have Doubled in Some RegionsMore and more call centers are offering a call-back option as an alternative to putting customers on hold. At Fonolo, we see this trend through the increased demand of our own call-back solution. We also see it in survey results such as this one from Contact Babel last year. We just received an early copy of a new report, by Ryan Strategic Advisory, that surveyed 491 enterprise executives who had decision-making authority of their company’s contact centers. The data results show impressive growth.

 

 

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Success Story: How a Credit Union Improved the Customer Experience with Call-Backs

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Success Story: How a Credit Union Improved the Customer Experience with Call-Backs

In our business, we are privileged enough to watch as our clients go above and beyond in providing a great customer service by putting an end to long hold times via our call-back solutions. Of the many success stories we observe every day, we’re particularly excited to share this one, featuring First Service Credit Union (FSCU). Many lessons regarding upping the customer experience game can be gleaned from their successes.

 

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How to Optimize Your Call Center’s Performance

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How to Optimize Your Call Center’s PerformanceSometimes call centers have to call a “Code Blue!”

In the best of all possible worlds, a call center is a healthy hub of open communication, brimming with competent agents and dynamic managers who diagnose and fix client problems using the best tools available. Their victories are endless, and the loyalty of their clients is palpable. For many support teams, however, this ideal scenario remains unrealized: Poor infrastructure, employee malaise, and overall lack of vision each contribute to an insufferable call center team environment that sets everyone, and everything, up for failure.

But fear not: No support team is too far-gone; there is always room for improvement, and ways of curing the worst of ills. Keep the following broad strokes in mind if you’re aiming to breathe new life back into your call center. The secret to reviving it? Focus on the heart of the matter: People and platforms.

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Success Story: How an Insurance Provider Improved the Customer Experience with Call-Backs

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The General Insurance Improves the Customer Experience We’re excited to share with you our most recent success story featuring The General Automobile Insurance Services!

The General is a licensed insurance agency headquartered in Nashville, Tennessee, with offices across the US. Its call center handles 170,000 customer service calls per month – and experiences regular spikes in call volume. During these unexpected call surges, the company has seen an increase in hold times, abandon rates, and, accordingly, customer frustration levels. Continue reading →

Catch Fonolo at Customer Contact Week!

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Catch Fonolo at Customer Contact Week!Fonolo is excited to return as a sponsor for this year’s Customer Contact Week (CCW), January 22-25th, 2018 at the Hyatt Regency in New Orleans, Louisiana. CCW will provide delegates with the tools and insight to deliver world-class service.

Started in 1999 as Call Center Week, CCW is the world’s largest customer contact event series. This is the place where customer care, CX, and contact center leaders come together! In 2018 they introduced a new brand, Customer Contact Week. Continue reading →

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