Measuring and improving contact center metrics can be a pain point for executives. Your contact center operates in a stressful environment where good quality metrics lead to a higher standard of customer service.
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We wanted to offer our customers the convenience of a call-back without consuming time actively waiting in a call queue. We also wanted to mitigate our abandon rate on busy days. Fonolo’s simple implementation and subscription-based model encouraged us to move forward with this solution.
At Reliance, we continually strive to provide our customers with an optimum experience. During times of high volumes, the Fonolo technology delivers another option for improved customer experience with the choice of a call back rather than waiting in queue. We look forward to our continued partnership with Fonolo.
We decided to engage with Fonolo and utilize their call-back solution as another means for us to establish an effortless customer experience. The most rewarding aspect of utilizing Fonolo has been our customer’s reaction to the option; it’s been very positive. Happy customers help increase brand loyalty and help the bottom line!”
With Fonolo’s call-back solution, we saw a reduction in our abandon rate, an increase in member satisfaction and an upsurge in agent morale.
Create a better experience and increase customer loyalty by eliminating hold time.
Improve contact center productivity and reduce the need to hire additional resources.
Reduce complaints and build trust with your customers by decreasing Abandonment Rates.