Fonolo Webinar: You Can't Afford to Put Callers on Hold

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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. …

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.

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  • Changed colour/style of bubble, lowered hand/phone receiver down.[SB] Changed font in the bubble to match the rest. Changed margins in the bubble and centered the text.. Changed top text from “When customer initiates a regular phone call and is already waiting on hold, offer them a call-back.” to “When a customer is already on the line, waiting on hold, offer them a call-back.”====================If can’t get in touch & there’s an issue, risk of abandonment (want to speak to a live person). Not easy to get ahold of them.High conversion rates (web visitors to paying customers)Less repetition of info to agentsLess irritated customersShorter calls
  • If can’t get in touch & there’s an issue, risk of abandonment (want to speak to a live person). Not easy to get ahold of them.High conversion rates (web visitors to paying customers)Less repetition of info to agentsLess irritated customersShorter calls
  • Extended the hand/smart phone graphic

Transcript

  • 1. You Can’t Afford to PutCallers on HoldNov 1, 2012 Shai Berger Co-Founder and CEO, Fonolo 1
  • 2. Today’s Webinar1. The State of The Call Center2. The Top 3 Complaints3. Merits of Virtual Queuing (VQ)4. How to Add VQ to Your Call Center5. The Bigger Picture6. About Fonolo 2
  • 3. State of the Call Center 3
  • 4. It’s a Multi-Channel World But phone support is still the most popular. Source: Forrester (via ZenDesk) 4
  • 5. Voice is Still King By stage of process… Source: Contact Solutions 5
  • 6. Voice is Still King By complexity of inquiry… Source: American Express Consumer Service Barometer 6
  • 7. Voice is Still King Another view of that same data… 7
  • 8. The Big Problem Customers prefer the phone forsupport, but dread the call center experience. 8
  • 9. The Top 3 Pain Points What frustrates customers most about call centers? 1 Phone Menus (12%) 2 Waiting on Hold (17%) 3 Repeating Information (42%) Source: Clickfox Customer Interaction Survey 9
  • 10. The Impact 1 • More misnav / Zero-outs • Longer Handle Time 2 • Higher Cost per Call • Lower Customer Sat • Damaged Reputation 3 10
  • 11. The cost of bad customer serviceCustomers share their experiences with the world. Source: http://onholdwith.com 11
  • 12. Virtual Queuing Replace hold-time with a call-back 12
  • 13. Waiting on Hold is Lose-LoseQueuing is necessary.Putting callers on hold is not.Lose-lose:• Company pays for open phone line and• Caller frustration grows 13
  • 14. Call Center Timeline Exchange Navigating Queueing Addressing the problem info 0:00 0:45 2:15 3:15 5:51 Call starts Resolution starts 14
  • 15. The Timeline with Virtual Queuing “Press 1 to get a call-back from the next agent.” Hold time Navigating Exch. info Addressing the problemCall • Caller chooses • Caller receivesstarts call-back call-back • Hangs up • Gets connected with agent 15
  • 16. Benefits of VQ • Raise customer satisfaction • Improve brand reputation • Lower telco costs • Lower handle-times • Smooth-out traffic peaks 16
  • 17. They Want It!“For consumers, the option tohold their place in a queue and go on to do something else ishighly appealing, with 75% stating a preference for [it].” Global 2011 Consumer Preference Report for Contact Centers 17
  • 18. Poll Question 18
  • 19. Adding Virtual Queuing 19
  • 20. 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 20
  • 21. Vendor-Specific Add-Ons Have VQ add-ons Source: Magic Quadrant for Contact Center Infrastructure (Gartner, 2012) 21
  • 22. The Problem with Vendor Add-Ons 1. Ties you to that vendor 2. 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. 22
  • 23. The Problem with CPE OptionsCost 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. 23
  • 24. Cloud to the Rescue! “Press 1 to get a call-back from the next agent.”Navigating Hold time Exch. info Addressing the problem 4) Agent sees regular inbound call 1) Call transferred to the cloud2) Customer hangs up 3) Customer sees call- back from company 24
  • 25. Advantages of Cloud-Based VQ1. Vendor independent2. No equipment to buy or integrate3. Future proof4. Lower cost (SaaS-model) 25
  • 26. At a GlanceWhat’s out there today … Vendor Specific Vendor Independent Cloud-based service On-premise equipment etc. 26
  • 27. The Big Picture 27
  • 28. Those 3 Pain Points Again 1 Phone Menus (12%) 2 Waiting on Hold (17%) 3 Repeating Information (42%) Source: Clickfox Customer Interaction Survey 28
  • 29. 1 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 Solution: Visual Navigation • Richer interaction • More flexible • Build on web / mobile UI paradigms 29
  • 30. 3 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 Solution: Pre-call Questions • Ask the right questions before the call • Make sure they get to the agent 30
  • 31. We Know the Solutions! Navigating Visual Navigation Waiting On Hold Virtual Queuing Exchanging Info Pre-call Questions For all three, a visual interface is key. 31
  • 32. Web InterfaceTraditionalclick-to-call• Proven ROI• Many providers• Usually a missed opportunity to fix the big picture 32
  • 33. Web Interface For interactions that start on the web, all three pain points can be solved! 33
  • 34. Mobile Interface Same for interactions that start on the smartphone. Groupama Visual navigation and virtual queuing (with estimated wait time) via iPhone app. 34
  • 35. Mobile Interface Allstream (A Fonolo project) Used by Allstreams’s field technicians to reach their internal call center. Speeds up service calls. 35
  • 36. Mobile - Missed Opportunity 36
  • 37. 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 Hong Lead analyst, Ovum Research 37
  • 38. Today, we distinguish between interactions that start with a call vs on the web vs on the smartphone. But … 38
  • 39. … that distinction is blurring. 39
  • 40. Wouldn’t it be great if…There was a single solution that covered all channels? 40
  • 41. Cloud-based software that enhances thecaller experience by eliminating the mostcommon call center complaints.1. Waiting on hold2. Phone menus3. Repeating information 41
  • 42. The Ultimate Call Center ExperienceRemove the pain… Waiting on Repeating Phone hold Information Menus on all channels… Web Inbound call Mobile with any call center… Premise Cloud Outsourced 42
  • 43. Customers 43
  • 44. In-Call RescueCloud-based virtual queuing.When a caller is already onthe line and waiting on hold,they simply Press ‘1’ to geta call-back from the nextavailable agent. 44
  • 45. Web Interface Used by In use by 70,000 RBC employees since 2010 45
  • 46. Mobile Interface Customer enters their phone number to request a call-back. Native UI provides a smooth experience. 46
  • 47. Call Process Walking through a call. 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. 47
  • 48. Build on your existingvoice-based process. Add a visual interface to your website or mobile app. 48
  • 49. Ask the right questions before the call. Your agents will resolve calls faster using: • Pre-call questions • Profile Pass-Through • Agent Whisper 49
  • 50. Get feedback from callersthe moment they hang up.• Increase Response Rates• Instantly Update Surveys• Get Immediate Feedback 50
  • 51. Works with the callcenter you have today. 51
  • 52. 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. 52
  • 53. 53
  • 54. Benefits • Increase customer satisfaction • Lower average handle time • Lower telco cost • Increase sales conversion • More customer feedback 54
  • 55. Set Up a Free Trial Today Chris McLean Director of Sales chris@fonolo.com 416-366-2500 x228 @fonolo facebook.com/fonolo fonolo.com/blog linkedin.com/company/fonolo 55