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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

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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 Saleschris@fonolo.com416-366-2500 x228