Callminer

OCTOBER 3, 2019

Callers are put on hold while the agent asks around for a solution. This has a negative effect on caller satisfaction and ultimately on the company itself. This often requires a degree of creativity on their part to arrive at a solution that will satisfy the caller while preserving the best interests of the company.

Call Center 186

Call Center Morale Employee engagement Customer centricity 186

Fonolo

MAY 5, 2020

They provide over 130,000 members with financial services from only 15 branches, they are proud of their customer-centric approach and focus on creating a great experience for their members, both new and old. Caller satisfaction also increased, as did agent satisfaction. What was their problem?

Abandon rate 62

Abandon rate Caller satisfaction Banking Customer centricity 62

NobelBiz

FEBRUARY 7, 2022

Finish by telling the caller that your service is available at all times and encouraging them to contact you if they have any additional questions or requests for information. The next step is to submit a caller satisfaction survey to collect feedback on your voice response and enhance it over time.

Interactive Voice Response 52

Interactive Voice Response Contact Center contact center solutions Feedback 52