Fonolo

NOVEMBER 8, 2017

It is one of the largest financial institutions in the state of Texas with over $840 million in assets, and provides personalized banking to more than 84,000 members across six local branches. Read the success story to learn how they reduced abandon rates by 62% , alleviated caller frustration, and increased agent morale.

Abandon rate 70

Abandon rate Call Center Morale Abandon Call 70

JustCall

AUGUST 19, 2021

When does your business receive calls during the week and on weekends, or on holidays? JustCall enhances your caller’s experience with custom music or a personalized message while they wait for the next available agent. Reduce Call Abandonment Rates. Increase First Call Resolution (FCR) rates.

Call center experience 52

Call center experience Call Center Abandon Call Abandon rate 52

Global Response

FEBRUARY 17, 2025

Aligning VoC insights with call center KPIs (First Call Resolution, CSAT) Analyzing your VoC customer service success includes targeting specific key performance indicators. How long does it take, for example, for agents to handle a call (AHT), answer a call (ASA)? What abandonment rates (ABA) should you aim for?

Call Center 62

Call Center outsourcing First call resolution Best practices 62

Callminer

JANUARY 18, 2021

.” – Nicolina Savelli, 7 Tips for Success from Experienced Call Center Professionals , Fonolo; Twitter: @fonolo. “A 2014 survey suggested that 69% of customers feel that their call center experience improves when the customer service agent doesn’t sound as though they are reading from a script.

Best practices 226

Best practices Call Center Contact Center Scripts 226

Quality Contact Solutions

MARCH 22, 2021

I learned very quickly that a person (or project) without goals is like a sailboat drifting in the ocean without a sail….it I learned very quickly that a person (or project) without goals is like a sailboat drifting in the ocean without a sail….it Goal setting & metrics for the inbound call center.

Call Center 98

Call Center First call resolution Abandon rate industry standards 98

Fonolo

JUNE 22, 2023

Although they can be simple and effective, customers don’t love IVR experiences. Consumers often list dealing with an IVR as a top grievance with the call center experience. Power and Associates, a good IVR experience is quite rare. Both things increase handle time, which, of course, increases cost-per-call.

Interactive Voice Response 91

Interactive Voice Response Abandon rate Self service Call Center 91

SmartAction

NOVEMBER 22, 2023

Artificial Intelligence (AI) provides an unprecedented opportunity to revolutionize the call center experience for the 59% of your customers who prefer telephone communication. We’re not talking about the time-consuming interactive voice response (IVR) of the past that provided a less-than-optimal customer experience.

Contact Center 91

Contact Center Interactive Voice Response Virtual Agent Management 91