Tag Archives: visual-dialing

SIP is Seeping Into Call Centers – and Making an Impact

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According to Contact Babel‘s 2011 US Decision Maker’s Guide, a majority of call center operations are fully or partially IP-enabled. Over the last few years, that has allowed SIP adoption to reach a tipping point.

For most organizations, SIP comes along by default with a call center upgrade (like moving up to Avaya Aura). For others, SIP is part of a telecom cost reduction strategy. Regardless of how it got through the door, SIP has the power to do much more than just be a part of the unseen plumbing.

A SIP-enabled call center can:

  1. Add 3rd Party Enhancements (like speech analytics)
  2. Call-attach data (that actually works)
  3. Advance Visual IVR interfaces for web and mobile

While these enhancements are possible without SIP, SIP makes deployment much easier. I’ve elaborated below on how these benefit the call center operation.

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Webinar Day! You Can’t Afford to Put Callers on Hold

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It’s webinar day!!

This afternoon at 2pm ET, Fonolo will be hosting a free webinar on You Can’t Afford to Put Your Callers on Hold. You don’t want to miss this highly anticipated event.

Waiting on hold sucks. Putting callers on hold hurts customer satisfaction and raises costs.

The obvious alternative to waiting on hold is this: If no agent is immediately available, the company should offer to call back the customer when an agent is ready.

This webinar is now available on-demand, see below for details.
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Travel Planners Adds Virtual Queuing and Visual Dialing to its Call Center

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Travel Planners International (TPI) is an agency that supports travel agents by giving them direct access to air, car, hotel, cruise and tour products. At the core of their offering is a web service (TPICENTRAL) that travel agents use to search and book trips. When matters get complicated, there is also a call center that agents can dial for help.

As a consumer, you would never interact with TPI. But if you’ve ever used an independent travel agent, they were able to do their job because of TPI, or a service like it.

Several months ago, TPI embarked on a major redesign of that agent-facing web platform and became convinced that adding Fonolo would help agents immediately become more productive.

We are constantly looking for ways to help our agents do their work more effectively. Losing incoming calls from agents not willing to wait on hold is unacceptable and we recognized that there was an opportunity to improve the process of connecting callers to the call center.

– TPI General Manager Erwing Hernandez

TPICENTRAL now features Fonolo’s visual dialing interface (see below). Agents who need to contact the call center can now request a call with one click, avoiding phone menus and hold time. Because Fonolo’s cloud-based service can integrate seamlessly and automatically with any call center, TPI did not have to change any of its infrastructure or business processes.

“The most impressive feature of Fonolo was the setup. It was seamless and very easy,” said Hernandez. “Fonolo is a key to the success of our new platform. We are now providing a better phone experience for our agents.”

This is another great example of how Fonolo’s visual dialing interface and virtual queuing system can improve the calling experience and make call center agents more efficient.

 

Do customers enjoy calling your company?

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Ask yourself a simple question: “Do customers enjoy calling my company?”

The frustrations are all too familiar: aggravating phone menus, waiting on hold, being transferred between agents, unnecessarily repeating information. Odds are that your call center is guilty of some of these flaws. They cost your company in two ways: the expense of longer calls, and the loss of goodwill from your customers.

In a survey by Purdue University, 63% of consumers said they would stop using a company’s products based upon a negative call center experience. But that number was 100% for consumers aged 18 to 25. That statistic should be doubly alarming to companies due to of the propensity of younger consumers to share their negative experiences through social media.

Lower costs and happier callers with no infrastructure changes?

Yes! Fonolo’s cloud-based service adds a new visual dialing interface to your call center that lives on your website or mobile app.

Our approach

Our approach is a radical departure from anything you’ve seen before:

  • No changes are required to your existing phone system.
  • Delivers bottom-line results to your business in the form of cost reductions and gains in customer goodwill.
  • Easy to set up a trial within days.
  • Creates an improved experience and high level of satisfaction for customers via a browser or smartphone.