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

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. Today’s Webinar
The importance of the call center
Lowering abandon rate
Reaching a younger generation
Smoothing out spikes
Introduction to Fonolo

3. Expectations for
Customer Service
are VERY high.

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

5. The Main Focus of the
Contact Center Must be on the
Customer Experience

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. 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. The Mobile Future is Here
of inbound customer service calls
across eight countries will be made
from smartphones, by 2016
- Ovum Research
36%

9. SMS is becoming a
game-changer for
customer service.

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. 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!