Learn how to reduce the negative financial impact of long hold times in this one hour webinar. We’ll also talk about three mega-trends and cover several real-world case studies!

1. Shai Berger
Co-Founder & CEO
Fonolo
Webinar:
Are You Losing Customers to
Hold Time?
May 1, 2014
2:00 PM ET

2. Hold-Times Are A Top Complaint

3. of customers have ditched
a company because of poor
telephone customer
service.
Source: www.callcenterhelper.com
60%

4. say “just ONE unpleasant
contact center experience is
likely to make me take
Source: YouGov
76%
my business
elsewhere.”

5. have left a company because
of poor phone service.
Source: Zendesk
60%

6. The Impact of Social Media

7. Tweet Venting!
Source: onholdwith.com

8. Source: Forrester
Make sure you have a smooth
escalation path to a phone call.
75%of consumers move to another
channel when online customer
service fails. Unnecessary
service costs due to channel
escalation are $22 million on
average.
When Self-Service Fails

9. Why
Call-Backs?

10. Call-backs can
eliminate hold-time
and so much more…

11. Consumers who think the
option of a call-back is
“highly appealing”.
- Forrester
#1: Happier Customers
“Our customers are delighted with call-backs. It
really turns a negative into a positive”.
- Nationstar Mortgage

12. #2: Fewer Abandons
“Our abandon rates were really reduced during
times of high call volume”.
- Bright Horizons Family Solutions
Reduction in abandoned
calls after adding a call-
back option.
- ContactBabel

13. #3: Higher Conversion Rate
“Fonolo dramatically raised the engagement
with our younger members”.
- 1st United Services Credit Union
Consumers requiring some
degree of customer support
during an online purchase.
- eConsultancy

14. A real-life phone interview
Register for this free webinar to join
the live Q&A.
May 1, 2014
2:00 PM ET
Register Now!