best practices for improving call center performance
TRANSCRIPT
![Page 1: Best Practices for Improving Call Center Performance](https://reader035.vdocuments.mx/reader035/viewer/2022062503/58f1aa4b1a28ab705a8b45dd/html5/thumbnails/1.jpg)
Shai BergerCo-Founder & CEO Fonolo
Best Practices for Improving Call Center Performance
Mark EdelmanVP, Digital Member ServicesStanford Credit Union
August 27th, 2015 11:30 AM ET
![Page 2: Best Practices for Improving Call Center Performance](https://reader035.vdocuments.mx/reader035/viewer/2022062503/58f1aa4b1a28ab705a8b45dd/html5/thumbnails/2.jpg)
Today’s WebinarThe importance of the call center
Lowering abandon rateReaching a younger generation
Smoothing out spikes
Introduction to Fonolo
![Page 3: Best Practices for Improving Call Center Performance](https://reader035.vdocuments.mx/reader035/viewer/2022062503/58f1aa4b1a28ab705a8b45dd/html5/thumbnails/3.jpg)
Expectations for Customer
Service are VERY high.
![Page 4: Best Practices for Improving Call Center Performance](https://reader035.vdocuments.mx/reader035/viewer/2022062503/58f1aa4b1a28ab705a8b45dd/html5/thumbnails/4.jpg)
have left a company because of poor phone service.
Source: Zendesk
60%
![Page 5: Best Practices for Improving Call Center Performance](https://reader035.vdocuments.mx/reader035/viewer/2022062503/58f1aa4b1a28ab705a8b45dd/html5/thumbnails/5.jpg)
The Main Focus of the Contact Center Must be on the
Customer Experience
![Page 6: Best Practices for Improving Call Center Performance](https://reader035.vdocuments.mx/reader035/viewer/2022062503/58f1aa4b1a28ab705a8b45dd/html5/thumbnails/6.jpg)
Most Infuriating Customer Service Problems
Can’t get a human on phoneMany phone steps needed
Long wait on holdExtras 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
![Page 7: Best Practices for Improving Call Center Performance](https://reader035.vdocuments.mx/reader035/viewer/2022062503/58f1aa4b1a28ab705a8b45dd/html5/thumbnails/7.jpg)
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
![Page 8: Best Practices for Improving Call Center Performance](https://reader035.vdocuments.mx/reader035/viewer/2022062503/58f1aa4b1a28ab705a8b45dd/html5/thumbnails/8.jpg)
The Mobile Future is Hereof inbound customer service calls across eight countries will be made from smartphones, by 2016
- Ovum Research
36%
![Page 9: Best Practices for Improving Call Center Performance](https://reader035.vdocuments.mx/reader035/viewer/2022062503/58f1aa4b1a28ab705a8b45dd/html5/thumbnails/9.jpg)
SMS is becoming a game-changer
for customer service.
![Page 10: Best Practices for Improving Call Center Performance](https://reader035.vdocuments.mx/reader035/viewer/2022062503/58f1aa4b1a28ab705a8b45dd/html5/thumbnails/10.jpg)
Call Deferment StrategyBetween 10 AM and 1 PM, take 20% of the calls and redistribute evenly between 2 PM and 4:30 PM
![Page 11: Best Practices for Improving Call Center Performance](https://reader035.vdocuments.mx/reader035/viewer/2022062503/58f1aa4b1a28ab705a8b45dd/html5/thumbnails/11.jpg)
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!