The call center experience is under great scrutiny from today’s consumers. There are many ways to fall short of their expectations. One surefire way of doing so is to put callers on hold. Tolerance for long wait times has been getting lower and lower. If the wait is longer than a few minutes, callers will complain to your agents (leading to longer handle times) and they will vent on social media (see onholdwith.com). Not good.
On the other hand, call center managers have to be cost-conscious in their approach to staffing. Hold times are often a simple consequence of a limited budget for agents. Luckily, there is a way to lessen the impact of hold times, without hiring agents: Offer your callers a call-back instead.
You can add call-back functionality to your call center through an independent vendor (like Fonolo) or through your existing call center platform, if it is available. Let’s look at the pros and cons of both options. Continue reading
The objective for this year’s CCW Conference & Expo is to strengthen the contact center’s foundation for future transformation. As innovation in the call center space grows and customer expectations increase, this is a mission Fonolo can get behind. That’s why we’re excited to be exhibiting once again at the 18th Annual Call Center Week Conference & Expo, June 26 – June 30, 2017, at The Mirage in Las Vegas.
Call centers are under a lot of pressure to deliver on consumer expectations while keeping costs contained. That central challenge was there even before social media, chat, and email showed up to complicate matters. Those alternate channels have taken some pressure off of voice calls, but the flip side of that is that the calls that do end up with an agent require more time and effort. As a result, many companies still have long wait times to speak to an agent. If you don’t have the budget to staff up, another option you should consider is call-backs.
If you work in a call center, you know what a challenging environment it really is. Managers are constantly being asked to do “more with less”, while facing increasing call volumes. Meanwhile, there’s tremendous pressure on agents to meet and exceed target metrics – in an extremely high-stress environment. These factors often contribute to an understaffed and overworked call center, which results in long hold times, high call abandonment rates, and a poor customer experience.![[Webinar] 78% Reduction in Abandon Rates – Find Out How it Happened](https://fonolo.com/wp-content/uploads/2016/04/Webinar-78-Reduction-in-Abandon-Rates-–-Find-Out-How-it-Happened.jpg "[Webinar] 78% Reduction in Abandon Rates – Find Out How it Happened")
A while ago, we 
Last week, we had a terrific joint webinar with our friends at 
