Learn how to eliminate what frustrates your callers the most: long hold times, phone menus, and repeating information.

1. How to Solve 3 Major
Customer Service
Complaints About Your
Call Center
July 19, 2012
Brought to you by:
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2. How to Solve 3 Major
Customer Service
Complaints About
Your Call Center
Today‟s speaker:
Shai Berger
Co-Founder and CEO, Fonolo
shai@fonolo.com
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3. Today’s Webinar
1. The State of The Call Center
2. The 3 Most Common Complaints
3. Solving them
4. About Fonolo
5. Questions
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4. The State of The Call Center
For multi-channel call centers, phone support is
still the most popular offering.
Source: http://www.zendesk.com/blog/call-centers-are-here-to-stay
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5. The State of The Call Center
79% of customers still prefer the phone
Source: Avaya 2011 Consumer Preferences Report for Contact Centers
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6. The State of The Call Center
Only 8% provide „excellent‟ customer service.
Do you agree with this statement?
“Call centers always provide excellent customer service.”
Source: Avaya 2011 Consumer Preferences Report for Contact Centers
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7. Most Common Complaints
Call center timeline:
Exchange
Navigating Queueing Addressing the problem
info
0:00 0:45 2:15 3:15 5:51
Call starts Resolution
starts
Complaints:
1 Phone Menu Hell 2 Waiting on hold 3 Repeating Information
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8. Most Common Complaints
1 Phone Menu Hell 2 Waiting on hold 3 Repeating Information
How do they rank?
Having to speak with
multiple agents and start
over every time
Being kept on hold for long
periods of time
Rude or inexperienced
representatives
Frequent service
interruptions, or not being
understood by IVR / speech
applications
Source: Zendesk Infographic http://cdn.zendesk.com/images/blog/Infog.LoyaltyTest%20.png
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9. The Impact of Bad Customer Service
Customers who get bad customer service respond by…
Tell
Ask for a Cease doing Submit a Post comments on
family, friends, or
supervisor / business with the negative social networking
peers about the
manager company customer site or consumer
experience
satisfaction review site
survey
Source: Zendesk Infographic http://cdn.zendesk.com/images/blog/Infog.LoyaltyTest%20.png
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10. OnHoldWith.com
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11. The Impact of Great Customer Service
How do customers react to exceptional service?
Tell family, friends, or peers
about the experience
Submit a positive customer
satisfaction survey
Purchase additional products
or services
Post comment on social
networking site or consumer
review site
Write complaint letter or
email
No action
Source: Zendesk Infographic http://cdn.zendesk.com/images/blog/Infog.LoyaltyTest%20.png
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12. A CLOSER LOOK
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13. 1 Phone Menu and IVR Hell
• 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
• Still has a very high
rate of zero-outs and
misnavigation
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14. 2 Waiting On Hold
• Everybody hates it
• It‟s a “lose-lose” approach to queuing
• Better approach is obvious…
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15. 3 Repeating Information
• Callers often have to repeat
information
• Agent time wasted waiting
for a caller to find
information
• Agent time wasted trying to
communicate data
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16. The Costs of Misnavigation
Misnavigation leads to
waiting in the wrong queue.
Navigating Waiting on hold Exch. info Addressing the problem
0:00 0:45 6:39
Talk to the
agent, get On hold again
transferred
00:48
Added call time
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17. The Costs of Misnavigation
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18. The Costs of Repeating Information
Navigating Waiting on hold Exchange info Addressing the problem
0:00
I already gave this Was that “V”
info to your system! as in victor?
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19. Solve The Big Problems
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20. What Do Callers Want?
Source: http://www2.avaya.com/emea/campaigns/consumer_index/index.asp
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21. We Know The Solutions!
Navigating Visual navigation
Waiting on hold Call-Back
Exchanging info Pre-call questions
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22. What’s The Hold Up?
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23. Call Center Integration Is Tough
WHY?
• Closed, proprietary nature
of call center infrastructure
• Multi-site operations
• Outsourced call centers
• Organizational silos
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24. What Would Be the Perfect Solution?
Something that is…
• Cloud-based (nothing to install)
• Builds on the existing system
• Easy & affordable to deploy
• Supports all channels:
web, mobile, phone
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25. Introducing Fonolo
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26. Fonolo replaces hold time with a call-back.
Regardless of where the conversation begins – on the
web, mobile or by phone – Fonolo quickly and
conveniently routes customers through the call center,
connecting them to the right agent every time.
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27. Works With the Call Center You Have Today
Fonolo works behind-the-scenes to
give your customers the service
they expect … and deserve.
Cloud-Based: Secure and scalable.
Nothing to install.
Fast and Flexible: Fonolo adapts
to your existing call center. Get up
and running in days!
Affordable: Fits any budget. Flat
rate pricing from $99/month.
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28. Builds on the Call Center You Have Today
Fonolo leverages your existing technology and processes.
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29. What Does it Look Like?
After the company embeds the Fonolo widget on their site, callers can
directly connect to options inside the phone menu.
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30. Fonolo On A Smartphone
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31. How Does Fonolo Work?
1. Customer is prompted to
enter a phone number.
2. Fonolo calls your call
center, navigates the
IVR and waits on hold.
3. When an agent
is ready, your
customer gets a
call.
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32. Scheduled Call-Backs
Your callers choose a time
that works best for them.
Smooth out volume spikes at
your call center.
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33. In-Call Rescue
Perfect option for
callers who dial-
in directly.
1. Customer dials-in.
2. Customer hears offer to
receive a call-back instead of
waiting on hold.
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34. In-Call Rescue
Perfect option for
callers who dial-
in directly.
3. Call is transferred to Fonolo.
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35. In-Call Rescue
Perfect option for
callers who dial-
in directly.
4. Fonolo dials back in and waits in
the queue.
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36. In-Call Rescue
Perfect option for
callers who dial-
in directly.
5. When an agent is ready to take
the call, Fonolo calls back the
customer and connects the call.
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37. Ask The Right Questions Before The Call
Your agents will shine when they focus on customer service, not
collecting information.
Pre-Call Questions: Prepare agents
with the exact information they need.
Profile Pass-Through: Save
customers from repeating information
from web and mobile sessions to your
agents.
Agent Whisper: Don‟t be constrained
by your IVR or CTI. Ask any questions
you want. Change them any time.
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38. Post-Call Surveys
Find out what customers
really think.
Increase Response Rates:
Get greater insight into caller
satisfaction.
Instantly Update Surveys: Change
questions or formats with a few
clicks.
Get Immediate Feedback:
React to issues as soon as they arise.
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39. ROI
The bottom line? Fonolo delivers an immediate, measurable ROI by
removing the costs associated with major call center complaints.
Lower Handle Times: Collect relevant
customer information before the
conversation for faster call resolution.
Reduce Misnavigation: No more zero-
outs! Get callers to the right destination
every time with one-click access.
Invite to Talk: Convert more visitors into
customers. Offer them a phone call and
close the sale.
Eliminate Hold-Time: Reduce telco costs
and caller frustration.
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40. Set Up A Free Trial
Chris McLean
Director of Sales
chris@fonolo.com
416-366-2500 x228
@fonolo facebook.com/fonolo
fonolo.com/blog linkedin.com/company/fonolo
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41. Questions?
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