Fonolo - ContactCenterWorld.com Blog
Is your contact center still forcing callers to wait on hold? If so, you are missing out on a great opportunity to increase customer satisfaction and reduce call center costs. Not surprisingly, 75% have said the option of a call-back highly appeals to them. If that’s not reason enough, how about some peer pressure?
The Contact Center Decision Maker’s Guide is one of the most exhaustive studies of the industry and the 8th edition was recently released by our friends at ContactBabel. It has a terrific section on call-backs, and we’re very pleased to see that more and more call centers are adding call-back options.
Today’s consumers have very high expectations when it comes to customer service in general, and contact centers in particular. 76% say just ONE unpleasant contact center experience is enough to make them take their business elsewhere. The pressure is on.
How common is the call-back option?
ContactBabel surveyed 212 contact center managers about the technology they use. According to the report, 22% offer a call-back option for people that have dialed-in. (This type of call-back corresponds to Fonolo’s In-Call Rescue solution.)
It’s great to see this number growing, although it seems high based on our experience at Fonolo. That may be a result of how ContactBabel selected the 212 companies to include in its survey. In any case, growth in call-backs is welcomed!
Web and mobile options
Although an in-queue offer for a call-back is great, the best time to offer a call-back is before the call is made. If callers can request a call-back by clicking on the company’s website or via the company’s mobile app, then they save the time of calling in, choosing the call-back option and hanging up. And at the same time, the company saves resources on unnecessary calls.
The survey showed only 7% for the web case – definitely room for growth there. The mobile case was not mentioned at all. It’s not clear if this is because the question was not asked or if no respondents answered in the positive. Either way, this is certainly going to change in the near future given the dominance of smartphones as the primary communication device for most young consumers.
Looking more broadly, it’s important to view web and mobile call-back scenarios in context of the changing channel choices. Salesforce Research surveyed more than 1900 call center leaders who expect inbound phone calls to decrease by 9% in the next 12 to 18 months. The chart below from Dimension Data’s highly regarded Global Contact Centre Benchmarking Report, illustrates this effect very clearly. (It is based on a survey of 900 call center managers.)
Ideally, companies should offer the ability to request a call-back from any other customer service channel.
What’s behind the growth in virtual queuing?
The concept of replacing hold-time with a call-back (aka “virtual queuing”) has been around for decades, but two changes in the industry have sparked renewed interest in recent years:
- Consumers have a lower tolerance for waiting on hold, and are vocal about their impatience on social media channels. This has put increased pressure on call centers to avoid public shame. See onholdwith.com for example.
- Adding call-backs used to require expensive, equipment-based solutions. Thus many call centers were priced-out or scared by the long deployment time. Today, call-backs are within reach of most companies either as part of their existing contact center platform or as a cloud-based service (like Fonolo) that works on top of legacy call center platforms.
What do people hate about waiting on hold?
There is a near universal dislike of talking to a call center. In a recent survey of 2000 Americans, aged 18 to 65, 80% said calling traditional customer service phone lines is “inconvenient”. For more on this see “5 Ways the Phone Call’s Role is Changing in Customer Service”.
In addition to surveying call center managers, this year ContactBabel also carried out a large-scale survey of the public. They asked people what things they find most annoying about waiting on hold.
As you can see, replacing hold-time with a call-back will eliminate most of these complaints.
Need more reasons to take a closer look at call-backs? Here are 5:
- Your customer satisfaction scores are sagging
- Your first call resolution (FCR) scores need improvement
- Customers are hammering you on social media
- Customers are using multiple channels to reach you
- You want to reduce abandonment rates
Our recent post “7 Signs Your Call Center Needs a Call-Back Solution” goes into each of these reasons and lists 2 more.
Publish Date: November 17, 2015 5:00 AM
We’re excited to share with you our most recent success story featuring Credit Union of Colorado. Located in multiple cities within the state of Colorado, this credit union emphasizes the importance of delivering a superior member service.
With a proud focus on the experience they kept a keen eye on the contact center, and had identified instabilities which were negatively affecting the calling experience. Due to staffing changes, weather issues, and a surge of card replacements, they experienced the “perfect storm” in their call center and the result was increased wait times for callers. This led to a high level of dissatisfaction among members, culminating in numerous complaints to the credit union.
To solve the problem, Credit Union of Colorado implemented a call-back solution in an effort to improve the calling experience for its members and eliminate the need for them to wait on hold. Read how Fonolo’s In-Call Rescue solution led to improved member satisfaction with a 40% reduction in abandon rate!
Interested in hearing this story live? You’re in luck Credit Union of Colorado will be our guest speaker on next week’s webinar. Here’s a sneak peak at the slides!
If you’re eager to learn more about how Fonolo is working with credit unions you can visit this page.
Publish Date: November 12, 2015 5:00 AM
Since the 1960s, technology has played a huge role in the evolution of the contact center. For this blog we’ve dug into the roots of the call center to unearth a few images of decades past. This infographic reveals candid snapshots of the call center and how agents have adapted to new waves of innovation over the years.
Whether you cringe or laugh, it’s clear, we’ve come a long way…
What does your call center look like today? How do you picture it 10 years from now? Share your thoughts in the comments.
Publish Date: November 11, 2015 5:00 AM
Millennials (those aged 18 to 30) aka Generation Y, are the next generation of customers that businesses need to attract in order to succeed. This generation is set to overtake baby boomers on spending power, and will surpass Generation X soon after that. The challenge is they are so different from past generations that businesses must adapt to a new style of customer service.
Here are a few key strategies to wooing Millennials and growing your business.
A survey by the American Press Institute found that younger Millennials (18-21) use an average of 3.7 social media networks; older Millennials (30-34) average 2.9 social medial channels. Social media is where your company can reach Millennials, and it’s where a ton of your proactive engagement will take place.
Proactive engagement isn’t a difficult concept, but it can be a difficult task. Companies really need to find the right person to handle their social media accounts and not their neighbor’s son who is “really good with computers.”
To be successful with your proactive engagement endeavors, you want to be helpful, but not come across as a cyber stalker. Find the right opportunities to reach out to customers, especially if they mention your company. Engaging influencers, people who have a large social media following, regardless of their real world status, is important, too. Angering a person who has 30,000 followers isn’t going to help your business, and being overly friendly will come across as inauthentic. There’s lots to consider here!
Next generation customers are accustomed to having options, and almost require them. Online florist FTD is a great example of a company that offers customizable services that appeal to Millennials. When you go to order something from FTD, you are able to personalize the product to suit your needs, tastes and the occasion. Millennials like having options, so give them some.
Extreme personalization requires a company to have intimate knowledge about their customers. Collecting and analyzing data accomplishes this. Once you have the proper information you can service customers with a more personal touch. Target, for instance, sends coupons to customers based on their Internet habits. Again, there is a fine line between being helpful and being creepy. For more on how personalization can be creepy vs. brilliant, read this post.
Customer / Company Collaboration
This may sound strange, but Millennials want to have a say in your company if they are going to use your products. In fact, 42% surveyed said “they are interested in helping companies develop future products and services.” That’s a big chunk! Businesses can adapt by including Millennials in the development of new products. Seek out their opinions on social media and listen to their feedback. Millennials who participate and follow new products as they’re developed will feel a sense of ownership since they were involved from the start.
Guest Blogger: Alex Clark-McGlenn
Alex is currently taking his MFA in creative writing from the Northwest Institute of Literary Arts. He has been published in eFiction Magazine, Inkwell at Evergreen, Slightly West Literary Magazine, and appeared in Smokebox Literary Magazine July, 2014. He currently lives in Seattle, Washington.
Publish Date: November 10, 2015 5:00 AM
89% of customers have stopped doing business with a company after a poor customer experience. While this is an alarming statistic, you should keep in mind that making simple changes to your call center can make all the difference. One obvious strategy for improving the customer experience is to address long hold-times, which is typically the result of unexpected spikes in call volume.
Are you prepared for unexpected spikes in call volume?
In this one hour webinar you’ll learn how call-backs can have a direct impact on customer satisfaction. You’ll hear from guest speaker Laura Reinhold, MSCC Manager at Credit Union of Colorado and Juliet Robinson, MSCC Operations Analyst at Credit Union of Colorado, who will talk about how they reduced abandon rates by 40%, improved the calling experience, and seized the opportunity to better manage spikes in call volume.
Join us on Thursday, November 19th, 2015 at 2:00 PM ET / 11:00 AM PT for a live webinar and the opportunity to get all your questions answered!
We’ll talk about:
- Managing Spikes in Call Volume
- Improving Customer Satisfaction
- Lowering Abandon Rates
- Plus so Much More!
Who should attend:
- VPs & Directors of Customer Service
- VPs & Directors of Contact Centers
- VPs & Directors of Web/Social Media
- VPs & Directors of Customer Experience
Publish Date: November 5, 2015 5:00 AM
Are you ready to shift your customer experience management (CXM) into high gear? Customers are more demanding than ever, and with endless channels to vent their frustrations (and applauses) through, it’s your job to stay sharp and navigate the customer journey effectively. In addition to this, Salesforce reports that “89% of customers have stopped doing business with a company after experiencing a poor customer experience”.
We see you sweating. Don’t worry. In this blog we’ll share a collection of customer experience cheat notes to help you manage your KPIs effectively.
Cheat Sheet: The Customer Experience
Let’s start off with this Customer Experience Cheat Sheet by Kamplye; a great reference point for targeting and overcoming common customer experience hurdles.
This chart is a fantastic place to begin, but it’s important to recognize that every organization is unique, and can benefit from creating its own internal cheat sheet specific to its company’s KPIs.
To effectively achieve this, start by journey mapping the customer experience.
Cheat Sheet: How to Map the Customer Journey
- Uncover the truth – Study customer behavior and interactions across channels
- Chart the course – Collaboratively synthesize key insights into a customer journey model
- Tell the story – Visualize a compelling story that creates empathy and understanding
- Use the map – Follow the map to new ideas and better customer experience
Now that you have a cheat sheet for mapping the customer journey, you can develop a dynamic checklist to satisfy your customers’ needs. Don’t worry; we have an example for that too.
Cheat Sheet: The Customer-Centric Checklist
At this point, it may seem like you’ve come a long way in developing the CX process, but you’re still missing the biggest piece of the puzzle; your staff. They are the glue holding every piece of the customer experience together, so it’s important to determine whether or not your representatives are willing to deliver exceptional results.
Cheat Sheet: How to Engage Your Salespeople
- Establish and continuously improved the corporate culture in your company
- Hire the kindest and most charismatic individuals who will generate positive experiences
- Be sure your workers are proud of their employment
- Provide training and development opportunities
- Use a winning compensation plan (fixed salary + commission rate) to stimulate salespeople for generating higher sales revenues
- Add fun to the work environment to make routine operations more bearable
Your key objective is to create “wow” experiences for your customers; those are not only the moments they spend with your company but the reputation reflected within your organization. If customers recognize that you treat your employees mediocre, they’ll assume you’ll treat them the same. So, I think you can interpret why the relationship you have with your employees is so important in the entire customer experience cycle.
By following these cheat notes, customizing them to meet your organization’s needs, and engaging your employees to effectively communicate memorable experiences, you can help narrow any gaps in your CX dramatically and outperform your competitors.
Remember, even though you have the cheat sheets, you still have to fill in the answers
Publish Date: November 4, 2015 5:00 AM
In our on-going effort to demystify call center metrics, let’s take a look at “occupancy rate”. This is basically a measure of how “busy” call center agents are when they are at work. It is sometimes referred to as “utilization”. You might think a simpler measurement like “call per hour” would answer this same question. But as is often the case with call centers, things get complicated quickly.
In this post we will look into how occupancy rate is calculated, what value it adds to the vast mix of call center metrics and the problems that can arise if it is used improperly. If you like this type of post, you should check out our other posts on call center metrics such as What Are the Top Metrics in Your Call Center?, Finding the Right Service Level for Your Call Center, and Why Your Call Center Needs to Watch Abandon Rates.
Calculating Occupancy Rate
Consider an agent who is engaged in call-related work for 45 minutes during a 60 minute period. He has an occupancy rate (or just “occupancy”) of 75%. That’s pretty straightforward, right?
However, we need to look deeper into the phrase “call-related” which is the numerator of the fraction. We have to include more than just “talk time”, because sometimes agents are on hold during the conversation, waiting on another process. We also need to include work that happens after the call to “wrap-up” the transaction. This is sometimes called “After Call Work” (ACW). Defining the boundaries between ACW and other non-call work can be tricky. It’s important to limit this to work that is directly related to that particular call, and exclude general non-call work. This is the same thinking that goes into calculating “Handle Time”. See the image below.
In fact, a common way to calculate occupancy rate is to add up all the handle time during the defined time period. For more on the topic of handle time see this post.
Now what about the denominator? We want to count how much time the agent was theoretically able to work. Many contact center systems will report “Available Time” for an agent, which counts the time an agent was logged-in but not on a call. (Sometimes called “Idle Time”.) Armed with this number, we have our first way to calculate occupancy rate:
One danger here is to make sure that “Available Time” does not overlap with ACW time or on hold time.
Other call centers are set up to report “logged in” time for an agent. We can use this instead of handle time if we can subtract away all non-call related activities. This time is often labeled “Aux”, “Misc” or “non-call”. That leads to an alternate formula:
The danger with this approach is to make sure agents are diligent in setting their status codes properly so that “Aux” covers all the appropriate time.
Relationship to ASA
There was recently a spirited discussion on the Linked-In group Call Center Professionals around the issue of occupancy rate. One of the topics was the complicated interactions between that metric and another very popular metric: service level. Given the same number of calls with the same handle time, meeting a higher service level will yield lower occupancy rates, and vice versa. Lowering your target service level means fewer staff is needed, which raises occupancy.
Commenter Connor Bourke (of Optima WFM) summarized it well:
Be careful to make sure your center-wide occupancy is aligned to your ASA target. As speed of answer improves, occupancy will fall and vice versa. Setting a speed of answer goal that is incompatible with your occupancy goal will just lead to poor performance in both respects.
What Occupancy Tells You
So, occupancy combined with service level, can tell you if your staffing level is set properly for a given stretch of time. But what about occupancy on its own? It is best used as a predictor of “agent burn-out”. There is a general consensus that occupancy above 85% is not sustainable other than for short bursts of time. (85% occupancy means there is only an aggregate of 9 minutes between calls in any given hour.)
Agents need time to take a breath and collect their thoughts between calls. Otherwise, performance suffers, followed by higher absenteeism and, eventually, agent attrition.
Dangers of Misuse
One danger was already covered: looking at occupancy as a guideline for staffing without also considering service level.
Another danger is confusing occupancy with “Schedule Adherence”. They are similar metrics, but not interchangeable. This can lead to serious mistakes in forecasting and staffing. (Perhaps the topic for a future blog post.)
Amy Aldridge, Customer Service Manager at Sioux Chief, commented in that same Linked-In discussion:
At the end of the day, your WFM team could have provided forecasts, schedules, intra-day reports, etc … and it all is just noise if the agent isn’t plugged in and taking calls when I need them there. Otherwise, agents can undermine all that work from WFM by failing to be adherent.
Finally, there is a danger in confusing occupancy with productivity. One agent may be able to write-up a summary or send an email faster than another. In this case, the “after call work” would be less and yield lower occupancy for the more efficient agent.
How are you using occupancy in your call center? We’d would love to hear from you in the comments. What other metrics would you like us to tackle in this blog?
Publish Date: November 3, 2015 5:00 AM
These days, customer experience has become a competitive differentiator. In order to deliver an exceptional experience, your staff has to feel motivated and encouraged. They need to know that their efforts are making a difference.
Get them inspired by reading these 10 customer experience quotes.
1. “The more you engage with customers the clearer things become and the easier it is to determine what you should be doing.” – John Russell
2. “There are no traffic jams along the extra mile.” – Roger Staubach
3. “Your most unhappy customers are your greatest source of learning.”
– Bill Gates
4. “If you work just for money, you’ll NEVER make it, but if you love what you’re doing and you always put the customer first, success will be yours.” – Ray Kroc
5. “If you’re not serving the customer, your job is to be serving someone who is.” – Jan Carlzon
6. “The best way to find yourself is to lose yourself in the service of others.”
– Mahatma Gandi
7. “Your customer doesn’t care how much you know until they know how much you care.” – Damon Richards
8. “When the customer comes first, the customer will last.” – Robert Half
9. “There is only one boss. The customer.”
– Sam Walton
10. “Under promise and over deliver.” – Toby Bloomberg
Care to learn more about the customer experience? Join today’s webinar!
Publish Date: October 29, 2015 5:00 AM
Why not get super spooky at your call center this Halloween? It’s a great opportunity to boost agent morale during those lethargic autumn days.
To start, you’ll have to set the mood. Decorate the office space with these clever yet simple suggestions: 21 Quick and Fun Last Minute Halloween Crafts. The whole office should be encouraged to bring in tasty Halloween treats and dress up for the occasion as well. But agents don’t want to sit around in crazy costumes, devouring candy corn, and getting caught in cobwebs all day; you’re much more creative than that! During this time of year, agents deserve to let loose and perk up their spirits. We suggest playing these 3 goolish games to successfully achieve the most spooktacular call center ever!
1. Halloween Jinx
Post a list of words (ex. scary, boo, pumpkin, October, Halloween etc.) that agents can’t say during their shift and make sure everyone is aware of the words. When an agent hears another agent use one of the words on the list, they’ll need to yell “Jinx!” The person who said one of the forbidden words is eliminated from the game.
The last person who hasn’t used one of the jinx words is the winner. A little prize or simply bragging rights is their reward for being able to zip their lips.
2. The Corny Game
This is the perfect call center game – and the candy purchased can also serve as a party favor. All you’ll need is a bag of candy corn, a chair, and an empty glass.
Place the glass on the ground next to a chair. The players will kneel on the chair and try to get as much candy corn in the glass as possible in 15 seconds. The smaller the glass is, the more challenging the game. The person who gets the most candy in the glass wins the game. This game is a great way to put all of that Halloween candy to use.
3. Deadly Wink
Playing this party game will set the spooky Halloween mood you need for your call center.
Secretly designate one player as the murderer. The team will sit in a circle and the murderer will discreetly wink at another player. The player who was murdered (winked at) must act as if they were killed on the spot. Any player who witnesses the crime will shout “witness” and name the killer. If the witness is right, he or she is the winner. If they are wrong then they have to act as if they are dead and the game continues. Give the winner a fun party favor befitting the Halloween mood.
You can play this game in intervals or during breaks. This gives everyone the opportunity to act as the “murderer”.
Do you have a great Halloween inspired activity that can keep your agents entertained AND on their customer service game? Post yours in the comment section below.
Publish Date: October 27, 2015 5:00 AM
To win customers for your business, you have to differentiate from your competitors. What can you do better than they can? Is it lower prices? More features? Better marketing? Better customer service? These are all battlefronts in modern business warfare. But that last one – customer service – has become more dominant in recent years.
89% of marketing leaders expect to compete primarily on the basis of customer experience by 2016, as compared with 36% four years ago. Another report claims that, by 2020, customer experience will overtake price and product as the key brand differentiator.
Businesses are responding by spending more in customer service. In particular, 68% are increasing their investment in this department. Once the decision is made to spend more on the call center, the key question becomes, “What technologies will yield the most improvement in customer experience for the least cost”. Many vendors are competing to be the answer to that question, offering exciting new technologies like speech analytics, gamification, virtual queuing, intelligent assistants, social media monitoring, voice biometrics. Along with these are tried-and-true products like workforce management, IVR, outbound notification and knowledge base management.
There are three main reasons why organizations should focus on improving the customer experience:
- Drive customer loyalty
- Increase customer acquisition
- Improve customer retention
According to Forrester, organizations that offer a better customer experience have more customers who say they are willing to buy from them again. However, if that experience is poor, 89% of consumers are likely to buy from the competition.
Earlier this year, Salesforce Research surveyed around 2000 global customer service leaders. In their report, they state that a dominant factor shaping consumer behaviours and expectations are the experience they have on smartphones and connected devices. They state “companies are reaching a tipping point, recognizing that they need to transform how they engage with customers and deliver customer service… top customer service organizations are aggressively adopting technology to respond to customers’ expectation of a fast and personalized experience across all devices and channels.”
What does it take to deliver a superior customer service experience? That bar is constantly rising and consumers have become much more demanding. This is especially true when it comes to phone-based service. A study from YouGov shows that 76% of respondents said, “Just one unpleasant contact center experience was likely to make them take their business elsewhere”.
But the telephone is only one of many channels through which today’s consumers seek to interact with companies. In fact, the central challenge in providing customer service today is juggling all the communication “channels” that consumers like to use: email, chat, social media, SMS as well as the plain ‘ole phone call. SMS, in particular, has been playing a growing role in this channel “mix”. A recent study by Harris Interactive showed that 64% of consumers would rather text a company than call in. That’s a big demand for a channel that wasn’t even on the radar for most consumers 5 years ago!
As companies adapt more channels, keeping uniform policies and messaging across all of them can get very tricky. Customers quickly learn if service is better in one channel versus another, leading to channel switching and duplicated work. Improving the customer experience is an ongoing process, constantly changing and transforming how companies do business.
Publish Date: October 22, 2015 5:00 AM
The customer experience is integral to the success of any business, but with competition stacking up across every industry, improving CX has become more important today than ever before.
Let’s start off by defining what exactly the “customer experience” is and why you should care about it. According to SAS, the customer experience is “…your customers’ perceptions – both conscious and subconscious – of their relationship with your brand resulting from all their interactions with your brand during the customer life cycle.”
So, why should you care? Well, here are some important stats to consider:
- 78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience. (American Express)
- 89% of customers have stopped doing business with a company after experiencing a poor customer experience. (Salesforce)
- 62% of organizations view customer experience provided through contact centers as a competitive differentiator. (Deloitte)
- 89% of organizations believe that customer experience will be their primary basis for competition by 2016. (Gartner)
Now that we’ve determined how much the customer experience matters, we can address how to improve these experiences. Here are 10 quick tips about the customer experience and why they are absolutely necessary for improving your organization’s bottom-line.
Tip 1: Provide Multiple Channels of Communication
- 46% of customers prefer to talk to customer service on the phone about complicated issues. (American Express)
- 38% of customers prefer to talk to customer service online or via email about simple issues. (American Express)
- 45% say that a better mobile service experience could have kept them from switching. (Accenture)
Takeaway: Your customers want as many channels of communication as possible, but they also require a seamless experience between these channels.
For more information on the omni-channel customer experience: 5 Reasons Why Retailers Need to Focus on Omni-Channel
Tip 2: Update Your Software
- 42% of service agents are unable to efficiently resolve customer issues due to disconnected systems, archaic user interfaces, and multiple applications. (Salesforce)
- 83% of online shoppers need support to complete a purchase. (Econsultancy)
- 25% of customers switch because they are tired of being kept on hold. (NewVoice)
- 65% of customers are frustrated by inconsistent experiences across channels. (Accenture)
Takeaway: Not every business needs robust software to succeed. First evaluate where you’re losing customers, or where you could be generating more customers, then make the appropriate changes.
For more information on updating your software: 7 Signs Your Call Center Needs a Call-Back Solution
Tip 3: Ask for Customer Feedback
- “The first step in exceeding your customer’s expectations is to know those expectations.” (Roy H. Williams, Marketing Consultant/Author, Wizard of Ads)
- 70% of companies that deliver a best in class experience use customer feedback. (Huffington Post)
Takeaway: Your customers may not always tell you when they’re unhappy. They may even leave you without warning. To avoid this, and the possibility of future complaints, be the first one to initiate the conversation.
Tip 4: Listen to Customer Feedback
- A “totally satisfied customer” contributes 6 times as much revenue as a “somewhat satisfied customer.” (InfoQuest)
- 53% of customers switch who they do business with because they feel unappreciated. (NewVoice)
Takeaway: Your customers have taken time to provide you with their feedback so you should spend even more time trying to surpass their expectations.
Tip 5: Don’t Make Customers Work Too Hard
- 59% have to expend moderate-to-high effort to resolve an issue. (Harvard Business Review)
- 96% of customers forced to expend “high” effort with a company over a problem are likely to be disloyal. (CEB Research)
Takeaway: Today, delivering a great product isn’t enough to retain customer engagement. Customers want a great product, fast service, and thoughtful customer care. Make sure your company offers solutions that have the path of least resistance.
Tip 6: Don’t Make Customers Wait
- The top two reasons for customer loss are when they feel poorly treated and when a company fails to solve their problem in a timely manner. (Harris Interactive / Right Now)
- 42% of customers expect a response within one hour. (Gigya)
Takeaway: Patience may be a virtue but not when it comes to the customer experience. You should be prompt and thorough when resolving an issue.
Tip 7: Be Social
- 83% of those surveyed said they liked—or even loved—when a company responded to them on social media. (ExactTarget)
- Failure to respond via social channels can lead to a 15% increase in the churn rate. (Gartner)
Takeaway: Consumers like when a company is both relatable and transparent. Social media helps make that possible. Typically, it’s also where your customers vent their frustrations, so it’s a great channel for you to ease the tension.
For more on being social: Twitters Impact on Call Center Culture
Tip 8: Make It Easy to Access Information
- 29% switch because they are annoyed by a lack of staff knowledge. (NewVoice)
- 55% say easy access to information and support can make them fall in love with a brand. (RightNow)
Takeaway: Make sure your staff is well-educated and up-to-date on all company policies and information. It’s also important to make that information available online. The last thing a customer wants is to wait on hold for hours when they could have resolved it themselves in seconds.
Tip 9: Make Customers Feel Special
- 71% of customers say that valuing their time is the most important thing a company can do to provide good service. (Forrester)
- 86% of buyers will pay more for a better customer experience, but only 1% of customers feel that vendors consistently meet their expectations. (Forbes)
Takeaway: Never make your customers feel disposable. The complaints you’ll see on @onholdwith are customers who feel like they just don’t matter to a company. The standard “Your call is important to us” message just isn’t enough anymore; having an agent call them back really shows them you care.
Fore more information on call-backs: Credit Union Increases Service Levels with Call-Backs [Case Study]
Tip 10: Map Your Customer Journey
- CX executive dashboards and customer journey mapping are the two customer experience activities that had the largest increase in focus for 2014. (Customer Experience Matters)
Takeaway: To create better customer experiences you have to see things through the consumers eyes. It’s the best way to spot and resolve issues you may have overlooked.
For more information on customer journey mapping: 5 Things to Know about Customer Experience Journey Mapping
Publish Date: October 21, 2015 5:00 AM
Today’s news release announced some exciting news – for the second consecutive year, CIOReview has selected Fonolo as one of the 20 Most Promising Contact Center Technology Solution Providers. The annual list of companies is selected by a panel of experts and members of CIOReview’s editorial board to recognize and promote technology entrepreneurship.
“Fonolo has been on our radar for quite some time as the pioneer of cloud-based call-backs. We are happy to showcase them this year because of their continued success in developing the most advanced technology-driven customer experience solutions,” said Jeevan George, Managing Editor, CIO Review. “Fonolo continued to break new ground in the contact center space within the past year, benefiting its customers around the globe. To have them listed as one of our top companies is a well-deserved accolade.”
We are honored that Fonolo has been selected as the recipient of this award by CIOReview’s panel of experts and thought leaders. With the enormous growth in technology, businesses are focusing on improving efficiencies and cultivating the customer experience. Our mission at Fonolo is to make it easy for call centers to add features like call-backs, virtual queuing and visual IVR with minimal effort by utilizing cloud-based technology.
This distinction is awarded to Fonolo for being a leading provider of cloud-based call-back solutions.
You can read the full article right here.
Publish Date: October 20, 2015 5:00 AM