fonolo webinar: you can't afford to put callers on hold
DESCRIPTION
Putting callers on hold is a lose-lose proposition. With every minute spent on hold, your customer gets more frustrated while your call center wastes money keeping that phone line open. Social media has added a new sense of urgency to this problem. Consumers are social sharing real time complaints that will ultimately drag down your brand’s reputation. Learn why the best way to eliminate hold-times is to offer a call-back. What we discuss in this webinar: - What companies are doing right now to address this issue. - How the smartphone makes it easier to fix the problem of hold-times. - What major vendors are offering today (Avaya, Genesys, InIn, Cisco) - Why companies are flocking to Fonolo’s cloud-based solution.TRANSCRIPT
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Shai BergerCo-Founder and CEO, Fonolo
You Can’t Afford to Put Callers on HoldNov 1, 2012
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Today’s Webinar
1. The State of The Call Center
2. The Top 3 Complaints
3. Merits of Virtual Queuing (VQ)
4. How to Add VQ to Your Call Center
5. The Bigger Picture
6. About Fonolo
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State of the Call Center
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It’s a Multi-Channel World
But phone support is still the most popular.
Source: Forrester (via ZenDesk)
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Voice is Still King
By stage of process…
Source: Contact Solutions
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Voice is Still King
By complexity of inquiry…
Source: American Express Consumer Service Barometer
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Voice is Still King
Another view of that same data…
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The Big ProblemCustomers prefer the phone for
support, but dread the call center experience.
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The Top 3 Pain Points
What frustrates customers most about call centers?
Source: Clickfox Customer Interaction Survey
1 Phone Menus (12%)
2 Waiting on Hold (17%)
3 Repeating Information (42%)
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The Impact
• More misnav / Zero-outs• Longer Handle Time• Higher Cost per Call• Lower Customer Sat• Damaged Reputation
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3
1
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The cost of bad customer service
Customers share their experiences with the world.
Source: http://onholdwith.com
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Virtual QueuingReplace hold-time
with a call-back
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Waiting on Hold is Lose-Lose
Queuing is necessary.Putting callers on hold is not.
Lose-lose:• Company pays for open phone line
and• Caller frustration grows
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Call Center Timeline
QueueingExchange
infoAddressing the problem
Call starts
0:45 2:15 3:15 5:510:00
Resolution starts
Navigating
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The Timeline with Virtual Queuing
Navigating Exch. info Addressing the problem
Call starts
• Caller chooses call-back
• Hangs up
• Caller receives call-back
• Gets connected with agent
Hold time
“Press 1 to get a call-back from the next agent.”
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Benefits of VQ
• Raise customer satisfaction• Improve brand reputation• Lower telco costs• Lower handle-times• Smooth-out traffic peaks
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“For consumers, the option to hold their place in a queue and
go on to do something else is highly appealing, with 75% stating a preference for [it].”
Global 2011 Consumer Preference Report for Contact Centers
They Want It!
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Poll Question
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Adding Virtual Queuing
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Duties of a VQ System
• When to offer it? (hold time, staffing level, etc.)
• Make the offer (via IVR)• Confirm call-back number• Offer a scheduled call-back• Handle the call-back and hand-off• Play nice with reporting
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Vendor-Specific Add-Ons
Source:Magic Quadrant for Contact Center Infrastructure(Gartner, 2012)
Have VQ add-ons
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The Problem with Vendor Add-Ons
1. Ties you to that vendor2. Multi-site, multi-vendor environments are
challenging (or impossible)3. Requires on-premise equipment (CPE)
One alternative:Vendor-independent options like Virtual Hold. Solves the first 2 but not the 3rd problem.
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The Problem with CPE Options
Cost and effort of integration = a big pain.
And what about…Outsourced call-centers?Cloud-based call-centers?
In those cases, CPE is a deal-killer.
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Cloud to the Rescue!
Navigating Exch. info Addressing the problem
1) Call transferred to the cloud
2) Customer hangs up
4) Agent sees regular inbound call
“Press 1 to get a call-back from the next agent.”
3) Customer sees call-back from company
Hold time
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Advantages of Cloud-Based VQ
1. Vendor independent2. No equipment to buy or integrate3. Future proof4. Lower cost (SaaS-model)
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At a GlanceWhat’s out there today …
Vendor Specific Vendor Independent
Cloud-based service
On-premise equipment
etc.
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The Big Picture
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Those 3 Pain Points Again
Source: Clickfox Customer Interaction Survey
1 Phone Menus (12%)
2 Waiting on Hold (17%)
3 Repeating Information (42%)
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Phone Menus
• The keypad is inherently limited• Decades of research and trials
spent optimizing but …• Still has a very high rate of zero-
outs and misnavigation
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Solution: Visual Navigation• Richer interaction• More flexible• Build on web / mobile UI paradigms
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Repeating Information
• Callers must often repeat information• Agents have to wait for a caller to find
information• Agent’s time is wasted trying to
communicate data
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• Ask the right questions before the call• Make sure they get to the agent
Solution: Pre-call Questions
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We Know the Solutions!
Virtual Queuing
Pre-call Questions
Waiting On Hold
Exchanging Info
Visual NavigationNavigating
For all three, a visual interface is key.
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Web Interface
Traditional click-to-call• Proven ROI• Many providers• Usually a missed
opportunity to fix the big picture
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Web InterfaceFor interactions that start on the web,
all three pain points can be solved!
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Mobile InterfaceSame for interactions that start on the
smartphone.
Groupama
Visual navigation and virtual queuing (with estimated wait time) via iPhone app.
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Mobile Interface
Allstream
(A Fonolo project)Used by Allstreams’s field technicians to reach their internal call center.
Speeds up service calls.
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Mobile - Missed Opportunity
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The Future is Mobile
By 2016: “More than 50% of inbound customer service calls across eight countries will be made from mobile devices … 36% of inbound customer service calls will be made from smartphones.”
- Dan HongLead analyst, Ovum Research
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Today, we distinguish between interactions that start
with a call vson the web vs
on the smartphone.But …
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… that distinction is blurring.
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Wouldn’t it be great if…There was a single solution that
covered all channels?
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Cloud-based software that enhances the caller experience by eliminating the most common call center complaints.
1. Waiting on hold2. Phone menus3. Repeating information
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The Ultimate Call Center Experience
Remove the pain…
Waiting on hold
Repeating Information
Phone Menus
on all channels…Web Inbound call Mobile
with any call center…
Premise Cloud Outsourced
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Customers
In-Call Rescue
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Cloud-based virtual queuing.
When a caller is already on the line and waiting on hold, they simply Press ‘1’ to get a call-back from the next available agent.
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Web Interface
Used by 70,000
employees
In use by RBC
since 2010
Mobile Interface
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Customer enters their phone number to request a call-back.
Native UI provides a smooth experience.
Call Process
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1. Fonolo dials the call center.
2. Fonolo navigates the IVR, and waits on hold.
3. When an agent is ready, Fonolo calls the customer and connects them.
Walking through a call.
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Build on your existing voice-based process.
Add a visual interface to
your website or mobile app.
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Your agents will resolve calls faster using:
• Pre-call questions• Profile Pass-Through• Agent Whisper
Ask the right questions before the call.
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• Increase Response Rates• Instantly Update Surveys• Get Immediate Feedback
Get feedback from callers the moment they hang up.
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Works with the call center you have today.
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No Infrastructure Changes
• Cloud-based: No hardware or software to install.
• Low-touch: Your call center will see regular inbound calls.
• Efficient: Leverage the existing investment you’ve made in technology and business processes.
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Benefits
• Increase customer satisfaction
• Lower average handle time
• Lower telco cost
• Increase sales conversion
• More customer feedback
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Chris McLean
Director of [email protected] x228