Contact Center Solutions Featured Article

Fonolo: Say Goodbye to Nerve-Wracking Hold Times

July 22, 2014

Anyone who has had to wait on hold knows how frustrating it can be; you either have to put up with listening to snippets of songs or music (that you’d rather not hear) or endure long periods of silence not knowing what’s happening at the other end. Tech Cu, a credit union in the Silicon Valley, decided to give its call center customers a better experience by replacing nerve-wracking hold times with a call-back solution.

"Providing a superior customer experience is a top priority for us," said Jeannie Sugaoka, senior vice president, support services for Tech CU.  

Tech CU began offering Fonolo (News - Alert)'s call-back service to its members in May 2014.

Fonolo’s innovative In-Call Rescue lives up to its name and rescues hapless customers from the clutches of ‘meaningless hold-times.’ It is a cloud-based solution that easily integrates with existing call center infrastructure. Quick to deploy and highly scalable, the cost-effective solution easily adds to a website, a mobile app or even an IVR or ACD.

According to Forrester (News - Alert) Research, 75 percent of callers think the option of a call-back is "highly appealing."

If callers find hold times too long and dreary, all they have to do is to “press 1 to get a call-back from the next agent. There’s a two-fold advantage: customers don’t have to lose their place in the line, nor do they have to wait on hold; a live agent is on the line when the call-back is made.

"At Fonolo, we're helping organizations like Tech CU deliver an amazing multi-channel experience in the call center with Visual IVR, Call-Backs, Click-to-Call-Back, and Virtual Queuing,” said Shai Berger (News - Alert), CEO at Fonolo.

Poor call experiences can be disastrous for the company, as today’s customer has no qualms about taking his/her business elsewhere. Infernally long hold times are just not acceptable for customers wanting answers and solutions fast. The ‘negative impact’ leaves its imprint along social media and the Web, and the result could well be detrimental.

In fact, a survey by Call Centre Helper found that 60 percent of customers have taken their business elsewhere because of a poor call center experience.

Will hold times become a thing of the past? Will those periods of doodling end? Ask Fonolo.




Edited by Adam Brandt

Article comments powered by Disqus

Related Contact Center Solutions Articles

Altocloud Jumps in the Smyths Toys Toybox to Bolster E-Commerce Presence

Those not immediately familiar with Smyths Toys can be forgiven, particularly if they don't live in the U.K or in Ireland, where Smyths Toys has at last report 80 stores to its credit. But Smyths Toys might well be easier find thanks to a new connection with Altocloud, which will bolster Smyths Toys' online presence and make e-commerce that much easier to carry out. [ Read More ]
04/22/2015

US Contact Center Jobs Continued to Increase in the First Quarter of 2015

The number of new U.S. contact center jobs was on the rise in the first quarter of this year, according to a jobs4america report. [ Read More ]
04/21/2015

Xerox in Gartner's Leaders Quadrant for Third Straight Year on the Strength of its BPO Services

Gartner recently announced that as a result of its research and evaluation, Xerox's performance in business process outsourcing (BPO) had placed it in the Leaders Quadrant for that industry for 2014. It marks the third straight year that Xerox has received such recognition. [ Read More ]
04/15/2015

Evariant Delivers More Data Driven Solutions for the Healthcare Industry

With so much information at their disposal, service providers are offering solutions that make sense of all this data while combining different products and services to improve the overall operations of healthcare providers. The new release by Evariant looks to use big data and analytics to improve the experience of patients, physicians and employers with contact center solution for real-time engagement and mobile Physician Relationship Management app. [ Read More ]
04/13/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!