Tag Archives: in-call rescue

How to Eliminate Hold Time in Your Call Center

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How Can a Call Center Eliminate Hold Time - Fonolo Call Center Blog

UPDATED: January 2020

The best way for a call center to stand out as a leader is through the customer experience. It’s no surprise that an exceptional experience leads to more satisfied consumers, who continue to spend more money.

Most callers will begin subconsciously rating their customer experience from the beginning of the interaction, regardless of the channel; phone, web, social media, or mobile app.

Omnichannel customer service isn’t just about having multiple support options; it’s about delivering exceptional service on a channel that YOUR customers find most convenient.

Are you making them wait when they most need to speak to you?

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Fonolo Certified on Avaya’s Aura 7 Platform

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Fonolo Certified on Avaya’s Aura 7 PlatformOver the years, we at Fonolo have enjoyed a successful partnership with Avaya. We’re member of their DevConnect program – for developer partners, and their Select Product Program – which allows Avaya to sell Fonolo’s products directly, as well as through its network of resellers.

Today I’m happy to announce an additional milestone in our relationship with Avaya: The certification of our flagship call-back solution, In-Call Rescue, on Avaya’s Aura platform, version 7. You can read the full press release here: Fonolo Solution Now Rated “Avaya Compliant” Continue reading →

Video Success Story: Reducing Abandon Rates by 37%

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Video Success Story: Reducing Abandon Rates by 37%A while ago, we documented how Fonolo helped Tech CU (a credit union based in San Jose) handle unpredictable spikes in call volume to its call center. Like many organizations, they struggled with high abandon rates (upwards of 20%), no matter how they managed their workforce.

By implementing In-Call Rescue (a cloud-based call-back platform), Tech CU was able to replace hold-time with a call back when call volumes – and hold times – peaked. This lowered the rate of call abandonment: Rather than hang-up, members could instead choose the call-back option and receive a call when an agent was free to speak with them, something that also improved the customer experience. Continue reading →

Case Study: Adding Call-Backs to an Avaya Call Center in 15 Days

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Call-Backs are More than Just Eliminating Hold TimeCall-backs are a much under-appreciated feature of the call center landscape. As I mentioned in last week’s post, Call-Backs are a Call Center Cure All, adding this one feature can really “power-up” your call center, resulting in higher customer satisfaction and lower cost-per-call. Over the past few years, many companies have used Fonolo to do rapid and successful call-back deployments, but the deployment we discussed in last week’s webinar really stands out as an amazing success story.

The setup: Bright Horizons (NYSE: BFAM) is a provider of child-care services, operating over 800 centers around the world. Their Avaya-powered call center handles 31,000 calls per month and often sees volume spikes which can overwhelm their staff and leave callers on hold for unacceptably long times. The executives there wanted to give callers the option of a call-back instead of waiting on hold.

The solution: Bright Horizons deployed In-Call Rescue, a cloud-based service from Fonolo.

The jaw-dropping punchline: The whole deployment, from signing the deal to taking the first call, took only 15 days!

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The Must-Attend Call Center Event this Fall!

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Call Center Demo and ConferenceMark your calendars folks! Call Center Demo and Conference, October 21-23, 2013 in Atlanta, is said to be the best educational program featuring timely and topical issues that are facing the contact center industry today.

Through compelling case studies, site tours, presentations by industry leaders, networking sessions and an exhibit hall of product/service providers, call centers will learn how to:

  • Improve performance
  • Better manage people and resources
  • Enhance efficiencies for better operations
  • Understand how to select and implement new technology Continue reading →

Video Break: Credit Union Replaces Hold-Time with a Call-Back

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Replace hold-time with a call-backGot a couple minutes for a quick video break? Interested in improving your call center’s customer experience and reducing cost at the same time? Then click below! We’ve got just the thing.

In this 2 minute video, Mark Edelman talks about how his organization, 1st United Services Credit Union, uses Fonolo to replace hold-time with a call-back. When members call the credit union, Fonolo’s In-Call Rescue solution allows them to simply “press 1” to hold their spot in queue. They can then hang-up, knowing that they’ll receive a call-back from the next available agent.

 

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Multi-Channel Customer Service: World’s First Call-Back “Hat Trick”!

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1st United Service Credit Union Mobile AppFonolo reached a great milestone last week when our customer, 1st United Services Credit Union, released a new iPhone app. The app’s “Contact Us” section includes Fonolo’s interface which lets their customers reach an agent with one tap — no phone menus, no waiting on hold.

What makes this deployment special? This credit union is also using Fonolo’s widget on their website AND using our In-Call Rescue service for callers who dial-in directly. So this is the first time Fonolo is being used on all three channels. You could call it a call-back “hat trick”, or a virtual queuing “triple play”. Whatever you call it, this is the future of the call center.

Want to learn more?

Watch this on-demand webinar, where the VP of Member Services at 1st USCU will join us to discuss the implementation of and early results from this ground-breaking deployment.
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On-Demand Webinar:

Connecting your Call Center to the Smartphone Revolution

We discuss:

Connecting your Call Center to the Smartphone Revolution

  • Smartphone adoption rates and the impact on call centers
  • How to use virtual queuing and visual IVR to replace hold-time with a call-back
  • Tools to enhance your mobile apps with click-to-call
  • Tips for lowering your handle times and improving the customer experience
  • Case study with an industry leader: How 1st United Services Credit Union seized this opportunity to offer a great customer service experience.

 

Watch Now

 

The End of Hold: Comparing Fonolo In-Call Rescue, Avaya Callback Assist, Cisco Courtesy Callback and Virtual Hold Conversation Bridge

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Virtual Queuing Solutions Comparison - Fonolo In-Call Rescue, Avaya Callback Assist, Cisco Courtesy Callback, Virtual Hold Conversation BridgeAre you still putting your callers on hold?

Here’s some bad news: They hate it. They’ll leave you for it. And they’ll tell the whole world in the process.

Here’s some good news: Virtual queuing eliminates hold time and there are a growing number of ways you can add it to your call center.

Most major call center vendors now offer a virtual queuing add-on to their product. For example, Avaya offers Callback Assist and Cisco offers Courtesy Callback. There are also vendor-independent options. Virtual Hold, a pioneer in the field, offers Conversation Bridge and Fonolo offers In-Call Rescue. Fonolo’s offering has the distinction of being the only cloud-based offering (which also gives it the lowest cost).

If you’re considering virtual queuing for your call center, tune in to this week’s webinar (register here) where we’ll discuss the pros and cons of these options. Continue reading to preview the webinar slides and download our new In-Call Rescue datasheet.
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