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!