Fonolo

Call-backs have been proven to significantly reduce abandon rates among customers. When it comes to customer service calls, there are only so many times you can tell your clients that their call matters to you before they hang up. With call-back solutions from Fonolo, customers can get a call when the agent is available and, even more importantly, they get their time back.

Fonolo, a leader in cloud-based call-backs, has an array of solutions for businesses looking to optimize their call center's call-back capabilities. Call-back solutions can help your business reduce abandon rates, lower operational costs, and improve the overall customer experience.

Benefits of Call-Backs

• Less abandonment
  • Call-backs have been proven to reduce call abandon rates by over 30 percent.
• Improved CX (customer experience)
  • Most customers will tolerate being put on hold - that is, if they're not on hold for an unreasonable amount of time. However, customers can quickly lose patience, resulting in angry callers abandoning the call altogether. Call-backs can greatly improve the experience and ultimately your bottom-line.
• Smooth out spikes in call volume
  • Call-backs can defer or postpone calls until volumes are more manageable - allowing the agents to make more efficient use of their time.
• Lower telco costs
  • Keeping a caller on hold means that a PSTN line is occupied, which can rack up additional charges for the business. Call-backs eliminate the need to keep the lines open and prevent you from accruing costs.
• Calls are shorter when customers aren't complaining about their hold times
  • With call-backs, conversations start off more smoothly, resulting in lower handle times and improved agent efficiency.

Solutions

• In-Call Rescue
  • Replace hold-time with a call-back. This way, businesses can significantly lower abandon rates, reduce spikes in call volume, as well as improve the overall customer experience. Its cloud-based technology makes it easy to integrate with existing infrastructure with minimal impact on business productivity.
• Mobile Rescue
  • Customers can connect to a live agent directly within a company's mobile app - giving mobile users an easy way of requesting a call-back. Fonolo Mobile Rescue connects to your business's IVR (Interactive Voice Response) system, meaning that there's no need to install additional hardware or software.
• Web Rescue
  • Customers can transition from web to live assistance by offering company call centers call-back numbers through their website. Fonolo's Web Rescue works with your company's IVR system - giving agents the power to pass on customer information and improve efficiency.
• On-Premise Appliance
  • For businesses that are required to comply with strict security regulations, Fonolo has on-premise solutions that keep voice traffic on-site while leveraging the power and convenience of the cloud. The Fonolo on-premise solution is a remotely operated and managed 1U rack-mount server that connects via SIP or PRI.
• Customer Portal
  • Manage all aspects of the Fonolo user experience without getting the IT department involved with comprehensive reporting features, call-back options, and call routing capabilities.
• SMS Alerts
  • Callers who are waiting in a queue can be notified about their progress as well as receive notifications via SMS text.

To contact the Converged team, send us an email (sales@convergedsystems.com) or call us at (877) 598-3999. Choosing the correct call monitoring and call-back solution(s) for your office is a key driver in optimizing company performance and productivity. Let Converged Communication Systems provide best-in-class solutions and support for your business.