In this one hour webinar you’ll learn one proven method that can change your approach to customer service and is guaranteed to improve the customer experience. You’ll hear from guest speaker Jeannie Sugaoka, Senior Vice President of Support Services, at Technology Credit Union who will talk about how her company reduced abandon rates by 37% and seized the opportunity to offer a great customer experience.

1. How a Call Center Improved
CSAT Levels and Abandon Rates
Sept 11th, 2014 at 2:00 PM ET
Shai Berger
Co-Founder & CEO
Fonolo
Jeannie Sugaoka
Senior VP of Support Services
Tech CU

2. Today’s Webinar:
1. Customer Expectations
2. Improving Customer Satisfaction Levels
3. Lowering Abandon Rates
4. Case Study: Tech CU
5. About Fonolo
6. Q&A

3. Customer
expectations are
VERY high.

4. 25% Fall 21% Rise
Hold Time Sales

5. say “just ONE unpleasant
contact center experience is
likely to make me take my
business elsewhere.”
Source:
YouGov
76%

6. have left a company because
of poor phone service.
60%
Source: Zendesk

7. Social Media Adds Pressure
Source: ROI Research
33%
share
opinions
about
companies
or products.

8. Hold-Times are a Top Complaint
Customer Service Problems That Infuriate People Most
(Scale of 0-10, With 10 Being the Most Annoying)
7.8
8.1
8.2
8.5
8.9
8.2
6.9
5 6 7 8 9 10
Boring hold music or messages
No apology for unsolved problem
Extras are pitched
Unhelpful solution
Long wait on hold
Many phone steps needed
Can't get a human on phone
Source: Consumer Reports

9. Tweet Venting!
Source: onholdwith.com

10. Key Takeaway:
Rising expectations are driving
industry leaders to focus on
customer experience.

11. Businesses lose
customers
every day by
putting them
on hold.

12. Good News!
This is an
entirely
FIXABLE
problem.

13. Today’s Case Study
• Over $1.8B in assets
• 69,000 members
• 10 branches in the Silicon Valley area

14. Their Call Center
• 12,000
calls/mo
• 5 min average
handle time
• 16 agents
• Nortel ACD

15. Their Challenges
• Cope with high
traffic days
• Reduce
abandon rates
• Improve
customer
satisfaction

16. Register for this free webinar to join
the live Q&A.
September 11, 2014
2:00 PM ET
Register Now!
A real-life phone interview