More and more, contact centers are realizing the detrimental effect hold-time is having on their customer satisfaction scores, abandonment rates, and the overall customer experience. Luckily, there are easy ways to fix this problem. In this one hour webinar you’ll learn how call-backs can change your approach to customer service and are guaranteed to improve the customer experience.

1. Shai Berger
CEO
Fonolo
How a Call Center Eliminated Over
400,000 Minutes in Hold-Time
May 21, 2015 at 2:00 PM ET
Gibbs Jones
Senior VP, Customer
Experience
Suddenlink
Mark Nelson
VP Shared Services
Suddenlink

2. Customer
expectations are
VERY high.

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

4. 8.9
8.5
8.2
8.2
8.1
7.8
6.9
5 6 7 8 9 10
Can't get a human on phone
Many phone steps needed
Long wait on hold
Unhelpful solution
Extras are pitched
No apology for unsolved problem
Boring hold music or messages
Source: Consumer Reports
Customer Service Problems That Infuriate People Most
(Scale of 0-10, With 10 Being the Most Annoying)
Hold-Times are a Top Complaint

5. Businesses lose
customers
every day by
putting them
on hold.

6. Good News!
The problem
is easily
FIXED…
“Press 1 to get
a call-back
from the next
agent.”

7. • 7th largest cable company in
the United States
• Provides TV, Internet and
telephone service
• 1.4m residential and
commercial subscribers
About
Case Study

8. • 6 centers spread out across
multiple states
• Aspect ACD/IVR
• 14m calls / year
Their call center:
Case Study

9. • Saved 400,000 minutes of hold-time
• Improved the calling experience
• Reduced abandon rates by 25%
With Fonolo turned on, Suddenlink:
Results
“Implementing Fonolo has been a huge
success. It’s clear that offering a call-back
option is essential to providing excellent
customer service.”
- Gibbs Jones

10. Deployment in days
Works with any call center
Cloud =
Affordable
Cost scales with usage
=
Why Fonolo?
SaaS

11. A real-life phone interview
Register for this free webinar to join
the live Q&A.
May 21, 2015
2:00 PM EDT
Register Now!