Customers who contact call centers to address queries or problems have to spend a long time on the phone listening to music or advertisements about the company before they get connected to a live agent.
Fonolo has been successful in reducing this problem by replacing hold time with a call-back feature which has helped many companies to enhance the call center experience of their customers. According to Forrester Research about 75 percent of callers prefer to use the call-back feature as they think it is “highly appealing.”
The innovative call-back solution from Fonolo has been implemented by Bright Horizons Family Solutions, a provider of child-care, early education and other services to support the needs of families in balancing their home and work schedules.
The Fonolo solution is especially useful for organizations like Bright Horizons, which uses an Avaya-based contact center to handle nearly 31,000 calls per month. The call center strives to deliver a consistent and positive customer experience.
Chris Abel, director of contact center operations for Bright Horizons said, “Holidays and long weekends can be challenging when call volume can double, impacting staffing requirements and the customer experience.”
The Fonolo In-Call Rescue solution offers callers the option to call-back instead of waiting on hold for several minutes. The feature allows customers to simply “Press 1 for a call-back,” which will save their place in queue. They will be served and their query addressed as soon as an agent becomes free. The contact center is connected to the Fonolo cloud using SIP trunking.
Wherever the conversation begins, whether on the Web, mobile or by phone, Fonolo quickly routes customers through the call center, connecting them to the right agent in order to reduce the hold time significantly.
By using the Fonolo solution Bright Horizons has successfully reduced volume peaks which has helped use existing staff more efficiently. A 30 percent reduction in abandonment rates has also been detected within two weeks of deploying the Fonolo call-back option.
Shai Berger, CEO, Fonolo remarked, “The speed of this deployment and the immediate delivery of results highlights the advantages of our proprietary cloud-based approach.”
The client list of Fonolo includes the Royal Bank of Canada (RBC), Nationstar Mortgage and Thomas Cook who have deployed the solution to improve the call center experience for customers and seen positive results.