How Implementing Call-Back Technology Improved
Customer Loyalty
Today’s Speakers
Shai BergerCo-Founder & CEO,
Fonolo
@shaiberger
Mark Edelman
VP Member Services,1st USCU
Expertise with start-up call centers and correcting under-performing
call centers.
of customers have ditcheda company because of poor telephone customer service.Source: www.callcenterhelper.com
60%
Customer Service Problems That Infuriate People Most
Scale: 0-10, with 10 being “Most Annoying”
Call-Backs Are a Call Center
“Cure-All”
What Call-Backs Can Do• Happier Customers• Less Abandonment• Lower Telco Costs• Shorter Handle Times
75%of consumers describe
the option for a call-back as “highly appealing”.
32%fewer abandoned calls after call-backs added, based on study of 200
call centers.
A real-life phone interview
Call-Back Software for the Call Center
Deployment in days
Works with equipment from any vendor
Cloud =
Why Fonolo?
Affordable
Cost scales with usage=SaaS
Replace hold-time with a call-back on all channels.
In-Call Rescue Mobile Rescue Web Rescue
Solutions
In-Call Rescue
Give callers the option to receive a call-back when hold times are too long.
“Press 1 to get a call-back from the next agent.”
How it Works
Ring! A happy caller is connected.
Customer presses 1 for a call-back
Customer relaxes while Fonolo waits on
hold
Let customers easily connect to a live agent, directly from within your mobile app.
Mobile Rescue
Visual IVR
Ready-to-Use Component for Your Mobile App
Pre-call Questions
Virtual Queuing
Enable customers to seamlessly transition from web to live assistance.
Web Rescue
No Need for ITAdd the widget to your site with just a few
lines of HTML.
Simple, Web-Based Config
Give callers back what they value most: their
time!
million minutes of hold time saved last year
Success Stories
About 1st USCU
$820M in assets
50,000 members
10 branches in California
10,000 inbound calls / month
1,800 chats / month
350 e-mails / month
Challenges
Deliver an Outstanding Service Experience Improve call performance to meet or exceed industry standards Call volume moved from a “flat-line” to an increase of 25%
Adapt to a Young Demographic Median age was 49 and now is 46 Members under 34 – 50% of new members / 31% of all members
Offer “Large Bank” Services Add new channels that appeal to our new members Be quick, be agile, and adapt to meet our member’s needs
Solutions
Implemented Fonolo’s call-back software on all three channels:
1. Web Rescue
2. Mobile Rescue
3. In-Call Rescue
Benefits
Low “Touch” and Rapid Implementation No IT involvement Ability to do a “soft” launch
Low Barriers to Staff Adoption
Flexible and Customizable
Affordable
Fonolo’s Web Rescue
Fonolo’s Mobile Resuce
Fonolo’s In-Call Rescue
Problem 85% of our abandoned calls waited only 40 seconds
or less.
Solution Replace waiting in queue with a convenient call-
back. Customized In-Call Rescue to address the members’
behavior.
Result In-Call Rescue reduces abandoned calls and
increases member satisfaction. Abandon rate decreased 10% - 1.8% from 2.0%
ROI
$1.3M in new loans during the 1st 60 days - generated directly from Fonolo calls
$3.2M in new loans (through 4/30/13)
$10.1M in new loans (through 12/31/13)
Feedback
Agents
“Easy to use and the members
love it.”
“Much simpler than expected.”
“It makes our service better.”
Members
“Finally, an easy
way to contact the credit union.”
“I would not have called you
without this option.”
“Much more convenient than waiting on hold.”