Find out how call-back technology can improve the customer experience for your call center.

1. How Implementing Call-Back
Technology Improved
Customer Loyalty

2. Today’s Speakers
Shai Berger
Co-Founder & CEO,
Fonolo
@shaiberger
Mark Edelman
VP Member Services,
1st USCU
Expertise with start-up call centers and
correcting under-performing call centers.

3. of customers
have ditched
a company
because
of poor telephone
customer service.
Source: www.callcenterhelper.com
60%

4. Customer Service Problems That
Infuriate People Most
Scale: 0-10, with 10 being “Most Annoying”

5. Call-Backs Are a
Call Center
“Cure-All”

6. 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.

7. A real-life phone interview
Call-Back Software
for the Call Center

8. Deployment in days
Works with equipment
from any vendor
Cloud =
Why Fonolo?
Affordable
Cost scales with usage
=
SaaS

9. Replace hold-time with a call-back
on all channels.
In-Call Rescue Mobile Rescue Web Rescue
Solutions

10. 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.”

11. How it Works
Ring! A happy caller is
connected.
Customer presses 1
for a call-back
Customer relaxes while
Fonolo waits on hold

12. Let customers
easily connect to a
live agent, directly
from within your
mobile app.
Mobile Rescue

13. Visual IVR
Ready-to-Use Component for
Your Mobile App
Pre-call
Questions
Virtual
Queuing

14. Enable customers
to seamlessly
transition from
web to live
assistance.
Web Rescue

15. No Need for IT
Add the widget to your site with just a few
lines of HTML.

16. Simple, Web-Based Config

17. Give callers back what they
value most: their time!
million minutes of hold
time saved last year

18. Success Stories

19. 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

20. 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

21. Solutions
Implemented Fonolo’s call-back software
on all three channels:
1. Web Rescue
2. Mobile Rescue
3. In-Call Rescue

22. Benefits
 Low “Touch” and Rapid Implementation
 No IT involvement
 Ability to do a “soft” launch
 Low Barriers to Staff Adoption
 Flexible and Customizable
 Affordable

23. Fonolo’s Web Rescue

24. Fonolo’s Mobile Resuce

25. 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%

26. 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)

27. 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.”