Tag Archives: call-back

#Trending: Call Centers Are Addicted to Call-Backs

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Trending - Call Centers are addicted to call-backsHere’s what we know: In the call center industry, it feels as though there is a carousel of new and emerging call center trends forever in rotation. A trend doesn’t even have to be new or never-before-seen, mind you; it could very well be an existing technology, process, product, or service that has finally garnered the attention it deserves.

In the call center industry, something big is trending: Call-backs. And it’s no surprise that call centers are addicted to this solution because, quite simply, it’s the secret to customer happiness.

 

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Call Center 101 – The Golden Rules of SLAs [Whitepaper]

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Call Center 101: The Golden Rules of SLAsCome into the classroom, sit down, and let us begin today’s four-part lesson: Call Center 101 – The Golden Rules of SLAs. As the official written handshake shared by a vendor and a buyer, it is a tangible commitment that ensures specific services will be delivered. Really, it’s a promise, one you must keep in order to satisfy clients and maintain the service levels that will keep your long-lasting relationship with them buoyed. Anyone working in the service industry, be it in retail, health or finance, should get the low-down on Service Level Agreements (SLAs), and fast.

If it’s crunch time and you’re looking to quickly study up on SLAs, look no further. In this crash course, we provide you with:

  • SLAs in nutshell;
  • How to set a winning service level for your own organization;
  • Developing 20/20 vision with the industry standard of an “80/20 service level”; and
  • Strategies for meeting (and exceeding) your service levels in the future.

Read on: You’ll be an expert in no time.

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The Incredible Power of Calling Your Customers Back

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The Incredible Power of Calling Your Customers BackHe-Man had the right idea when he held aloft his sword and transformed into his mightiest self. “I HAVE THE POWER!” he proclaimed with animated gusto. Although the cartoon is pushing 35 years old, it’s still an inspiring sight to see (and message to hear). While we’re not all Eternia-born superheroes like him, per se, as mere mortals we can still aim to be the masters of our own universes (contact center universes, if we’re being specific here) and harness the unshakable power to satisfy our customers.

Sparking powerful connections with customers and establishing their ongoing business isn’t rocket science: It’s a matter of having the most dynamic tools in place in your contact center. These tools ensure that customers make meaningful contact with agents whose powers are knowledge, experience, and empathy. This in turn will generate more positive aftereffects than you might initially think.

 

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Are Call-Backs the Missing Piece in Your Call Center?

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Are Call-Backs the Missing Piece in Your Call Center?A live human conversation is a powerful thing. Despite all the innovation in the world of customer service, studies keep showing us that there is an enduring appeal to phone calls. That’s not to say we should be complacent about how we deliver that phone call experience. Call centers should strive to remove as much friction as possible from the process of connecting callers with agents. That’s where call-backs come in. The simple act of replacing hold time with a call-back could be the missing piece in boosting your call center’s performance.

 

 

 

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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 →

Why We Love Call-Backs (And You Should, Too!)

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Why We Love Call-Backs (And You Should, Too!)Consumers today are more demanding than ever, especially when it comes to the call center experience. If you leave callers on hold, they will complain to your agents (leading to longer handle times) and they will vent on social media.

Meanwhile, call centers are under pressure to live up to these expectations while keeping costs contained. If your company has long wait times, and if you don’t have the budget to staff up, you should consider adding a call-back solution.

Simply put, replacing hold-time with a call-back is the closest thing to a “magic bullet” that you’ll find in the call center world.

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5 Reasons Why Customers Don’t Come Back, Like Ever

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5 Reasons Why Customers Don’t Come Back, Like EverAs with any relationship, there are always ups and downs; good days and bad days. Sometimes you do things that can be forgiven (we all make mistakes right?), and some people are more forgiving than others. But we all have a breaking point, and sometimes, like with human relationships, businesses can also take loyal customers for granted, making mistakes so bad that they lose them forever. In fact, these incidents usually come as a surprise since 80% of defecting customers describe themselves as “satisfied” or “very satisfied” just before they leave! (We’ve all been there, pretending to be happy when we’re afraid to tell someone when they are treating us poorly.)

It’s important then for companies to be proactive about not making the mistakes that put customers over the edge, or they may never ever see them again, like ever.

Don’t get blindsided by customer break-ups; know the 5 most popular reasons why customers stop doing business with you for good:

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Top 10 OnHoldWith Offenders this Quarter

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Top 10 OnHoldWith Offenders this QuarterEvery quarter we head on over to onholdwith.com and countdown which companies are being called out by the customer service Twitter police (aka consumers) for long hold times. You can view the results from last quarter here, and do some of your own comparing and contrasting from this quarter’s offenders.

In just a quick glance, it’s not too hard to tell which organizations have worked hard to improve hold times over the last few months, while others continue to fail time and time again. If we could place bets, we suspect some of these reoccurring offenders still haven’t nailed down the whole “call-back” thing yet. Continue reading →

How to Prevent a CX Disaster in 5 Minutes [Infographic]

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How to Prevent a CX Disaster in 5 MinutesPicture it: Your customer service is being inundated with calls, emails, and messages through every channel – perhaps you’re facing a product recall or a Black Friday sale, or it’s just one of “those” days – how do you effectively prepare for times like these? To successfully dodge any customer experience disaster it’s important to be proactive and have preventative measures in place. When you have a reliable back-up plan, preventing disaster can be accomplished in 5 minutes or less.

At Fonolo, we think that in order to defend against disaster there are a few things that should always be in your back-up plan arsenal. The following infographic will show you just how quickly disaster can be avoided with the right tools on hand. Continue reading →

Getting Customer Service Back on Track and Why it Matters

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Getting Customer Service Back on Track and Why it MattersNewsflash: Only 1% of customers feel that their expectations of good customer service are always met. That factoid presents a gapping problem in the customer service industry and it’s about time we do something about it. If you’re experiencing higher than normal call volume, unbearable wait times, frustrated customers and depleting agent morale it’s time to get your customer service back on track.

Why you might ask? Other than keeping customers happy, customer service is the backbone of customer loyalty and revenue. By ignoring service and satisfaction you are ignoring up to 55% of consumers who have intended to make a purchase, but backed out because of poor customer service. In fact, 52% of consumers have made more purchases from a company after having a good customer service experience and 73% of consumers say friendly customer service reps can make them fall in love with a brand.

So, how can you get your customer service back on track and revenue back to your business? Here are 3 tips you need to follow: Continue reading →

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