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3 Secrets to Successful Call-Backs

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3 Secrets to Successful Call-BacksWe all know how demanding today’s consumers are. Nowhere is their patience shorter than when dealing with your call center. If you’re leaving callers on hold for more than a few minutes, you’re asking for trouble. Your agents will hear the complaints (which extends handle times) and your social media timeline will show angry tweets. (Have you looked up your company on OnHoldWith.com? You might be unpleasantly surprised.)

Not many problems in the call center have an easy fix. Luckily, this one does: Replace hold time with a call-back. Even better news: It’s easier than ever to add this capability to your call center with cloud-based offerings like Fonolo.

Whichever approach you take to adding call-backs, you can greatly increase your odds of success by learning the 3 secrets in today’s post. Continue reading →

The Do’s and Don’ts for Implementing Call-Backs in the #CCTR  

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The Do’s and Don’ts for Implementing Call-Backs in the #CCTRIs your call center still forcing callers to wait on hold? If so, you are missing out on a great opportunity to increase customer satisfaction and reduce call center costs: Deploying a call-back solution.

The basic idea of call-backs (aka “virtual queuing”) has been part of the call center world for decades. But it’s becoming more popular because A) Consumers are less patient and more demanding (See onholdwith.com for proof); and B ) Adding call-backs no longer requires expensive, equipment-based solutions, but instead can be easily added via a cloud-based service (like Fonolo) that works on top of legacy call center platforms.

However, like any technology project, there are pitfalls to avoid. If you’re exploring the idea of adding call-backs, here are some do’s and don’ts to help you. Continue reading →

Common Pitfalls in Deploying a Call-Back Solution

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Common Pitfalls in Deploying a Call-Back SolutionThe bar for customer service has never been higher. In fact, today’s consumers are so demanding that 76% of them say just ONE unpleasant contact center experience is enough to make them take their business elsewhere. If you ask customers what can ruin the call center experience for them, “waiting on hold” is consistently at the top of the list.

The truth is businesses lose customers every day due to hold time. So what are great contact centers doing? The answer is simple: They’re deploying a call-back solution. However, like any purchase, downsides may exist. If you’re exploring the idea of adding call-backs, here are some common pitfalls you can avoid. Continue reading →

The ROI of Call-Backs (1 of 4): Lowering Abandon Rate

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The ROI of Call-Backs: Lowering Abandon RateWhen people think of contact centers offering a call-back instead of putting callers on hold, the first thing that comes to mind is improved customer satisfaction. Consumers hate long hold times, so removing that frustration is obviously going to lead to happier callers. For many Fonolo customers, this is the primary, or even sole, motivation for adding call-backs.

But there’s another angle to this story. When deployed correctly, call-backs can deliver concrete ROI through several paths: lower abandon rate, shorter handle time, reduced telco cost and more consistent call volume. In this series, we’ll devote one post to exploring each benefit.

These posts will be more detailed and analytic than usual, so if you want a more high-level introduction, try 5 Reasons You Need Call-Backs in Your Contact Center. Continue reading →