Tag Archives: click-to-call-back

Survey Data Shows Call-Back Popularity Growing

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Survey Data Shows Call-Back Popularity GrowingToday’s demanding consumers have high expectations when it comes to the call center experience. A surefire way to fall out of favor with a customer is to leave them on hold for more than a few minutes. (For proof, head over to onholdwith.com and check out the feed of complaint-tweets.)

The solution to hold-time is to offer a call-back as an alternative. Virtual queuing means that each caller’s place in line is held and the caller is free to enjoy their day while waiting. Call-backs can also be offered on a scheduled basis, where callers can choose a time slot in the future. (We covered the surprising power of scheduled call-backs in this post.)

At Fonolo, we’ve been preaching about the benefits of call-backs for many years, and survey data shows that the industry is responding as the percentage of call centers offering this option continues to grow. Our goal is to see every call center offer call-backs, so that no one has to wait on hold ever again.

 

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Getting Mobile Customer Service Right

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Getting Mobile Customer Service RightThere are over 2 billion smartphones in use right now. And in developed countries, penetration is approaching 100%. Mobile phones have changed consumer behaviour more than any technology in recent memory, perhaps since the invention of the car.

This change has profound implications for the interactions between companies and their customers.  According to a recent study, 77% of those ages 18 to 24 use mobile devices at least once per month for customer support.

Many companies are struggling with how to correctly adapt their customer services playbook. Too often, this playbook changes at a pace too slow to keep up with the shift in consumer behaviour we’re seeing  today. Getting mobile customer service right is an enormous topic, but let’s take a bird’s eye to break it down into more manageable pieces. Continue reading →

The ROI of Call-Backs (3 of 4): Reduced Telco Cost  

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The ROI of Call-Backs: Reduced Telco Cost  This is the third post in our series on the ROI of adding call-backs to your call center. Each post looks at one of the paths to cost reduction or revenue lift.

We’re purposefully putting aside the “softer” benefits of eliminating hold-time, i.e. the increase in customer satisfaction, agent happiness, NPS scores, etc. Those benefits are well understood and, for many companies, sufficient motivation to add call-backs. If you’re one of those companies, the ROI covered in these posts is icing on the cake. For companies where “hard” ROI numbers are the better path to budget approval, these posts will provide the business case you need.

In Part 1, we looked at reducing abandon rates. In Part 2, we looked at decreasing handle time. Today, we’re going to look at reducing telco costs. Continue reading →

How to Maximize the Benefits of Call-Back Technology

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How to Maximize the Benefits of Call-Back TechnologyInvesting in a call-back solution is a strategic way to lower abandon rates, smooth out spikes in call volume, improve the customer experience and lower telco costs. When implemented correctly, companies can quickly realize a positive ROI.

Call-back technology covers a broad spectrum. At the call center, “virtual queuing” or “virtual hold” allows callers to replace hold-time with a call-back. On the web, “click to call” or “click to call-back” makes it possible for customers to trigger a call-back, from an agent, directly from a company’s website. And “mobile click to call” or “tap to call-back” extends this same functionality to the mobile phone.

Given the many ways companies use call-backs, there’s not a single one-size-fits-all approach for all call centers. But there are a number of key ways companies can maximize the benefits of call-back technology. Continue reading →

5 Best Practices when Implementing Call-Back Software for the Call Center

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5 Best Practices when Implementing Call-Back Software for the Call CenterReplacing hold-time with a call-back (a.k.a. call-back software) can be an extremely effective way to solve a number of problems that negatively impact call-centers.

Call-backs can lower abandon rates, smooth out call volume spikes, improve the customer experience and reduce telco costs.  In the case of call-backs one-size doesn’t fit all, so a successful deployment requires a deeper understanding at the root cause of the issues.

Accordingly, here are 5 best practices to consider when implementing a call-back solution. Continue reading →

A Call-Back Solution Is a Great Insurance Policy! Find Out Why at Call Centre Week Canada

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Call Center Week Canada

Call Centre Week Canada will be taking place on April 28th and 29th in beautiful Toronto. I am very excited to be speaking there alongside Mark Edelman, VP of Member Services at 1st United Services Credit Union (1st USCU).

The credit union deployed Fonolo’s call-back solution in 2013 on the web, mobile app and through inbound calls. The call center has undoubtedly seen impressive results on a number of fronts! By adding Web Rescue and Mobile Rescue they managed to engage a younger demographic with click-to-call-back, and by adding In-Call Rescue for inbound calls members can enjoy a better customer experience without having to wait on hold. This increased engagement has led to over $10M in new loans!

While that’s a terrific headline, there is another aspect of their Fonolo deployment that is also worth discussing: the use of call-backs as an “insurance policy” against an unexpected agent shortage.

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Solve Your IT Business Needs at IAUG CONVERGE2014

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Solve Your IT Business Needs at IAUG CONVERGE2014Rapid change brings uncertainty. If you’re in the communications technology space, chances are you’re being inundated with new options that are making the path to success a difficult one. That’s why the International Avaya Users Group (IAUG), the largest customer-led communications technology community in the world, is gathering thousands of market and thought leaders to make sense of it all. Continue reading →