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Best Practices for Improving Call Center Performance

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Improving call center performance has always been an area of importance for credit unions. However, as the service industry grows with new technologies, it’s critical for professionals to see beyond the horizon.

In this one hour webinar you’ll learn how call-backs can improve contact center metrics and drive these results:
- Lowering abandonment rate
- Reaching a younger generation
- Dealing with spikes in call volume

Published in: Technology
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Best Practices for Improving Call Center Performance

  1. 1. Shai Berger Co-Founder & CEO Fonolo Best Practices for Improving Call Center Performance Mark Edelman VP, Digital Member Services Stanford Credit Union August 27th, 2015 11:30 AM ET
  2. 2. Today’s Webinar The importance of the call center Lowering abandon rate Reaching a younger generation Smoothing out spikes Introduction to Fonolo
  3. 3. Expectations for Customer Service are VERY high.
  4. 4. have left a company because of poor phone service. Source: Zendesk 60%
  5. 5. The Main Focus of the Contact Center Must be on the Customer Experience
  6. 6. Most Infuriating Customer Service Problems Can’t get a human on phone Many phone steps needed Long wait on hold Extras are pitched No apology for unsolved problem Boring hold music 0 2 4 6 8 10 Scale 0-10, with 10 being the most annoying. Source: Consumer Reports
  7. 7. The “Time-Till-Offer” “Thank you for calling…” “Please wait for the next available…” “Instead of waiting on hold, press 1 to get a call-back…” Call begins IVR interaction Hold-time begins TTO Call- Back offered
  8. 8. The Mobile Future is Here of inbound customer service calls across eight countries will be made from smartphones, by 2016 - Ovum Research 36%
  9. 9. SMS is becoming a game-changer for customer service.
  10. 10. Call Deferment Strategy Between 10 AM and 1 PM, take 20% of the calls and redistribute evenly between 2 PM and 4:30 PM
  11. 11. A real-life phone interview Register for this free webinar to join the live Q&A. August 27th, 2015 11:30 AM ET Register Now!

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