Why Call-Backs?
Removing the frustration of long hold time leads to happier callers and a more profitable contact center.
//Reason 01
Eliminating hold time improves the customer experience.
Most customers will tolerate being placed on hold but will lose patience quickly, resulting in an angry caller, or worse, an abandoned call. Either way, the result is a poor experience for both customers and agents, which no business can afford to take lightly.
Replacing hold-time with a call-back improves your customer’s experience and bottom line.
Learn all about voice call-backs.
//Reason 02
Call-backs reduce spikes in call volume.
Whether you regularly experience peak periods at your contact center or occasionally have spikes in call volume, call-backs can defer calls until volumes are more manageable.
“Smoothing out” peak periods makes more efficient use of agents, improving call center productivity and reducing the need to hire additional resources. It also reduces the number of repeat callers, which further reduces spikes.
Call-backs are an insurance policy for your call center: When call volume spikes, you can rest easy knowing that you can handle the traffic.
Learn more about managing spikes in call volume.
//Reason 03
You can lower telco costs with the use of call-backs.
When you keep a caller on hold, a PSTN line is occupied the entire duration, often a toll-free DID at a premium per-minute rate.
Call-backs eliminate the need to keep lines open, removing the telco costs associated with hold time. This also frees up lines, cutting down on trunk costs.
Learn more about lowering telco costs.
//Reason 04
Calls are shorter when customers aren’t complaining about hold time.
An angry caller can become impatient with an agent, often complaining about their negative customer service experience, which increases the length of the call.
Why put the customer experience in jeopardy? With call-backs, you can start every conversation off smoothly, resulting in lower handle times and improved agent efficiency.
Learn more about improving customer experience.
//Reason 05
Call-backs lower your contact center’s abandonment rates.
Lowering call abandonment rates is one of the most powerful levers available to call center managers. Why? When a caller hangs up before speaking to a customer service agent, they’re frustrated and angry. In other words, abandoned calls are a direct measure of customer dissatisfaction.
Reducing call abandonment is one of the major benefits of Fonolo’s call-back software. When you replace long wait times with a call-back, customers regain control of their time. The result? Dramatically lower abandonment rates. And happier, more loyal customers.
Learn more about lowering abandonment rates.
//Reason 06
Seamlessly connect your digital callers to the voice channel.
Customers expect to communicate with you on any channel they choose. But what happens when there’s sensitive information being exchanged, or live support is needed? Sometimes a conversation needs to move to the voice channel.
Web Call-Backs make the transition from online customer service to the voice channel simple. All the customer needs is a link to speak with the next available agent, or schedule a conversation for a convenient time later.
Web Call-Backs create a seamless customer experience, free of hold time.
Learn more about connecting digital customers to voice.
//Reason 07
Improve your call center KPIs with call-backs.
Using Fonolo Call-Backs to reduce hold times improves your customer and agent experience in measurable ways that will be reflected in your metrics. You’ll see lower abandonment rates, improved CSat rates, and lower average handle times.
When customers and agents are calm and happy, calls tend to be smoother and resolve more quickly. Call-backs can even result in reduced agent turnover and compliance. Call-backs are an easy win that pays dividends across your operations!
Learn more about improving your KPIs.
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IndustryRetail
“We decided to engage with Fonolo and utilize their call-back solution as another means for us to establish an effortless customer experience. The most rewarding aspect of utilizing Fonolo has been our customer’s reaction to the option; it’s been very positive. Happy customers help increase brand loyalty and help the bottom line!”
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IndustryUtilities
“At Reliance, we continually strive to provide our customers with an optimum experience. During times of high volumes, the Fonolo technology delivers another option for improved customer experience with the choice of a call back rather than waiting in queue. We look forward to our continued partnership with Fonolo.”
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IndustryFinance
“With Fonolo’s call-back solution, we saw a reduction in our abandon rate, an increase in member satisfaction and an upsurge in agent morale.”
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IndustryInsurance
“We wanted to offer our customers the convenience of a call-back without consuming time actively waiting in a call queue. We also wanted to mitigate our abandon rate on busy days. Fonolo’s simple implementation and subscription-based model encouraged us to move forward with this solution.”
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