56
1 How Call Centers are Being Reshaped by Smartphones, Social Media and Fed-Up Consumers March 7, 2012 Brought to you by: and
1
How Call Centers are Being Reshaped by Smartphones, Social
Media and Fed-Up Consumers
March 7, 2012
Brought to you by:
and
2
How Call Centers are Being Reshaped by Smartphones, Social
Media and Fed-Up Consumers
Today’s speaker: Shai Berger,
Co-Founder and CEO of Fonolo [email protected]
@shaiberger
3
What phones used to do:
4
What phones do now:
5
What call centers used to do:
What they do now:
What has hampered call center innovation?
the dialpad
the dialtone
7
Today’s webinar
1. Three big flaws in the call center experience
2. Removing the barriers to call center innovation
3. The impact of social media
4. Introduction to Fonolo
5. Case studies
8
The call center “pipeline”
Call
starts
Call
ends Agent
answers
Navigating Waiting
on hold
Exchanging
info
Discussing
with agent
9
Navigation
10
The navigation problem
• The keypad is inherently limited.
• We’re locked-in to a spec created in 1960!
• Decades of research and trials have squeezed as much out of it as possible.
• But still a very high rate of zero-outs and misnavigation.
11
Voice recognition
• Was supposed to be the cure-all solution but has not lived up to expectations.
• Great for certain use-cases.
• But still strongly disliked by users.
12
Waiting on Hold
13
Waiting on hold
• Everybody hates it.
• It’s a “lose-lose” approach to queuing.
• There is an obvious alternative…
14
Getting info to agents
“Can I have your customer ID?”
“Do you have a reference number?”
“Please read out the tracking code…”
15
Getting info to agents
Callers often have to repeat information.
Agent time wasted waiting for a caller to find information.
Agent time wasted trying to communicate data.
16
Revisiting the “big 3” flaws
Phone menus Visual navigation
We know the solutions!
17
Revisiting the “big 3” flaws
Phone menus Visual navigation
Waiting on hold Virtual Queuing
We know the solutions!
18
Revisiting the “big 3” flaws
Phone menus Visual navigation
Waiting on hold Virtual Queuing
Repeating info Pre-call questions
We know the solutions!
So what’s the hold up?
Fixing the “dialpad” barrier
20
Web + Smartphone
=
An interactive visual interface for nearly everyone
21
Smartphone growth
Data covers the 3 months ending May 2011. Source: Nielsen.
22
Smartphone growth
via IHS, August 2011
23
The opportunity
• The smartphone is the channel of “first choice” for more and more consumers.
• By using the power of this platforms, companies can make calls “smarter”, solving flaws in the call center experience.
24
The opportunity
• The smartphone is the channel of “first choice” for more and more consumers.
• By using the power of this platforms, companies can make calls “smarter”, solving flaws in the call center experience.
25
Fixing the “dialtone” barrier
26
Call center integration is tough
Why?
closed, proprietary nature of call center infrastructure
multi-site operations
outsourced call centers
organizational silos
27
Cloud is the answer
For the forseeable future, the only answer is to set up a layer “above” the call center mess
28
The impact of Social Media
29
“Contact us”… the company’s way.
30
Some gems from a random day in May:
“Contact us”… the customer’s way
31
A new urgency…
Social media is now a real-time, always-on scoreboard for customer service.
32
Commenting on companies…
For active Twitter users, at least once a week… 33% share opinions about companies or products 32% make recommendations 30% ask for them
Source: April 2010 study by ROI Research
33
OnHoldWith.com
34
The good news
• Many complaints focus on a few things:
• Waiting on hold
• frustrating phone menus
• being transferred between agents
• Those things are fixable!
35
Introducing Fonolo
An easy way for companies to improve the calling experience
for their customers while making their call center
more efficient.
36
What does it look like?
After the company embeds the Fonolo widget on their site, callers can connect directly to points inside the phone menu.
37
Fonolo on a smartphone
38
Building on top of the existing system
Fonolo takes the company's existing
phone-based process...
…and replaces it with an intelligent visual interface…
…presented on their web site
or mobile application.
39
The process
Call-
point
selection
Fonolo
dials
Company
Pre-Call
Que-
stions
Customer is free
40
The process
Call-
point
selection
Fonolo
dials
Company
Pre-Call
Que-
stions
Agent
answers
Fonolo
Navigates
Fonolo
on hold
Agent
Whisper
Customer is free
41
The process
Call-
point
selection
Fonolo
dials
Company
Pre-Call
Que-
stions
Agent
answers
Fonolo
Navigates
Fonolo
on hold
Agent
Whisper
Customer is free
Discussing
with agent
Fonolo
dials
customer
Fonolo connects
customer & agent
Customer on the line
42
Anatomy of a call center call
Call
starts
Call
ends Agent
answers
Navigating Waiting
on hold
Exchanging
info
Discussing
with agent
Visual UI +
Deep Dialing
Hold-for-Me
Pre-call Q’s +
Agent Whisper
Post-call survey
43
Virtual queuing
44
Pre-call questions
45 45
Post-call surveys
Post-call surveys provide a powerful way to get feedback.
46
Case studies
47
Sirius Radio
48
Example Twitter conversation
49
Optus
50
Optus – in-person survey
1. Reduction in average handle time: 15%
2. Independent in-person survey: >90% of respondents that used Fonolo thought it greatly improved the experience.
Much much MUCH better than getting the run around using one of the 13 numbers
Excellent system! Good to see that optus is finally doing something good!
Really helped as we use VoIP and that doesn't allow 1300 and 1800 numbers.
It is excellent that we are able to use this service, instead of paying for a vastly
expensive mobile call when you have to wait on hold for ages. Definitely a great
service!
This saved me time and money calling from my mobile (as my landline was dead).
51
Royal Bank of Canada
Manager of the Helpdesk:
“Ease of deployment was a key component in our decision to implement
Fonolo.”
52
Royal Bank of Canada, cont’d
Manager of the Helpdesk:
“We hear from callers that they really appreciate being
able to use Fonolo… It definitely makes the process
more pleasant for them.”
53
Wrap-up
54
Features at a glance
Visual Dialing Reduce zero-outs and get callers to the right agent the first time.
Virtual Queuing Replace hold-time with a call-back. Happier callers and lower telecom costs.
Pre-call Questions Reduce handle times by collecting info from callers before the call.
Post-call Surveys Improve the customer experience by getting caller feedback in real-time.
Smart-phone ready Easily add intelligent calling to your existing mobile application.
Zero Integration Works with your existing infrastructure. Nothing to install.
New pricing!
56
Any Questions?
Our latest whitepaper:
“Your Customers are on the Smartphone. Is Your Call Center?”
Free download here.
Talk to us today to set up a free trial: Shai Berger, CEO [email protected]
Chris McLean, Dir of Sales [email protected]
