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How a call center improved csat levels and abandon rates!

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In this one hour webinar you’ll learn one proven method that can change your approach to customer service and is guaranteed to improve the customer experience. You’ll hear from guest speaker Jeannie Sugaoka, Senior Vice President of Support Services, at Technology Credit Union who will talk about how her company reduced abandon rates by 37% and seized the opportunity to offer a great customer experience.

Published in: Technology
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How a call center improved csat levels and abandon rates!

  1. 1. How a Call Center Improved CSAT Levels and Abandon Rates Sept 11th, 2014 at 2:00 PM ET Shai Berger Co-Founder & CEO Fonolo Jeannie Sugaoka Senior VP of Support Services Tech CU
  2. 2. Today’s Webinar: 1. Customer Expectations 2. Improving Customer Satisfaction Levels 3. Lowering Abandon Rates 4. Case Study: Tech CU 5. About Fonolo 6. Q&A
  3. 3. Customer expectations are VERY high.
  4. 4. 25% Fall 21% Rise Hold Time Sales
  5. 5. say “just ONE unpleasant contact center experience is likely to make me take my business elsewhere.” Source: YouGov 76%
  6. 6. have left a company because of poor phone service. 60% Source: Zendesk
  7. 7. Social Media Adds Pressure Source: ROI Research 33% share opinions about companies or products.
  8. 8. Hold-Times are a Top Complaint Customer Service Problems That Infuriate People Most (Scale of 0-10, With 10 Being the Most Annoying) 7.8 8.1 8.2 8.5 8.9 8.2 6.9 5 6 7 8 9 10 Boring hold music or messages No apology for unsolved problem Extras are pitched Unhelpful solution Long wait on hold Many phone steps needed Can't get a human on phone Source: Consumer Reports
  9. 9. Tweet Venting! Source: onholdwith.com
  10. 10. Key Takeaway: Rising expectations are driving industry leaders to focus on customer experience.
  11. 11. Businesses lose customers every day by putting them on hold.
  12. 12. Good News! This is an entirely FIXABLE problem.
  13. 13. Today’s Case Study • Over $1.8B in assets • 69,000 members • 10 branches in the Silicon Valley area
  14. 14. Their Call Center • 12,000 calls/mo • 5 min average handle time • 16 agents • Nortel ACD
  15. 15. Their Challenges • Cope with high traffic days • Reduce abandon rates • Improve customer satisfaction
  16. 16. Register for this free webinar to join the live Q&A. September 11, 2014 2:00 PM ET Register Now! A real-life phone interview

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