How to Solve 3 Major Customer Service Complaints About Your Call Center


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

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How to Solve 3 Major Customer Service Complaints About Your Call Center

  1. 1. How to Solve 3 Major Customer ServiceComplaints About Your Call Center July 19, 2012 Brought to you by: 1
  2. 2. How to Solve 3 Major Customer Service Complaints About Your Call Center Today‟s speaker: Shai Berger Co-Founder and CEO, Fonolo 2
  3. 3. Today’s Webinar1. The State of The Call Center2. The 3 Most Common Complaints3. Solving them4. About Fonolo5. Questions 3
  4. 4. The State of The Call CenterFor multi-channel call centers, phone support isstill the most popular offering. Source: 4
  5. 5. The State of The Call Center 79% of customers still prefer the phone Source: Avaya 2011 Consumer Preferences Report for Contact Centers 5
  6. 6. The State of The Call CenterOnly 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 6
  7. 7. Most Common ComplaintsCall center timeline: Exchange Navigating Queueing Addressing the problem info 0:00 0:45 2:15 3:15 5:51 Call starts Resolution startsComplaints: 1 Phone Menu Hell 2 Waiting on hold 3 Repeating Information 7
  8. 8. Most Common Complaints 1 Phone Menu Hell 2 Waiting on hold 3 Repeating InformationHow do they rank?Having to speak withmultiple agents and startover every timeBeing kept on hold for longperiods of timeRude or inexperiencedrepresentativesFrequent serviceinterruptions, or not beingunderstood by IVR / speechapplications Source: Zendesk Infographic 8
  9. 9. The Impact of Bad Customer ServiceCustomers 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 9
  10. 10. 10
  11. 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 11
  12. 12. A CLOSER LOOK 12
  13. 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 13
  14. 14. 2 Waiting On Hold • Everybody hates it • It‟s a “lose-lose” approach to queuing • Better approach is obvious… 14
  15. 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 15
  16. 16. The Costs of Misnavigation Misnavigation leads to waiting in the wrong queue. Navigating Waiting on hold Exch. info Addressing the problem0:00 0:45 6:39 Talk to the agent, get On hold again transferred 00:48 Added call time 16
  17. 17. The Costs of Misnavigation 17
  18. 18. The Costs of Repeating Information Navigating Waiting on hold Exchange info Addressing the problem0:00 I already gave this Was that “V” info to your system! as in victor? 18
  19. 19. Solve The Big Problems 19
  20. 20. What Do Callers Want?Source: 20
  21. 21. We Know The Solutions! Navigating Visual navigation Waiting on hold Call-Back Exchanging info Pre-call questions 21
  22. 22. What’s The Hold Up? 22
  23. 23. Call Center Integration Is Tough WHY? • Closed, proprietary nature of call center infrastructure • Multi-site operations • Outsourced call centers • Organizational silos 23
  24. 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 24
  25. 25. Introducing Fonolo 25
  26. 26. Fonolo replaces hold time with a call-back.Regardless of where the conversation begins – on the web, mobile or by phone – Fonolo quickly andconveniently routes customers through the call center, connecting them to the right agent every time. 26
  27. 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. 27
  28. 28. Builds on the Call Center You Have TodayFonolo leverages your existing technology and processes. 28
  29. 29. What Does it Look Like?After the company embeds the Fonolo widget on their site, callers candirectly connect to options inside the phone menu. 29
  30. 30. Fonolo On A Smartphone 30
  31. 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. 31
  32. 32. Scheduled Call-Backs Your callers choose a time that works best for them. Smooth out volume spikes at your call center. 32
  33. 33. In-Call RescuePerfect option forcallers who dial-in directly. 1. Customer dials-in. 2. Customer hears offer to receive a call-back instead of waiting on hold. 33
  34. 34. In-Call RescuePerfect option forcallers who dial-in directly. 3. Call is transferred to Fonolo. 34
  35. 35. In-Call RescuePerfect option forcallers who dial-in directly. 4. Fonolo dials back in and waits in the queue. 35
  36. 36. In-Call RescuePerfect option forcallers who dial-in directly. 5. When an agent is ready to take the call, Fonolo calls back the customer and connects the call. 36
  37. 37. Ask The Right Questions Before The CallYour agents will shine when they focus on customer service, notcollecting 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. 37
  38. 38. Post-Call SurveysFind out what customersreally 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. 38
  39. 39. ROIThe bottom line? Fonolo delivers an immediate, measurable ROI byremoving the costs associated with major call center complaints.Lower Handle Times: Collect relevantcustomer information before theconversation for faster call resolution.Reduce Misnavigation: No more zero-outs! Get callers to the right destinationevery time with one-click access.Invite to Talk: Convert more visitors intocustomers. Offer them a phone call andclose the sale.Eliminate Hold-Time: Reduce telco costsand caller frustration. 39
  40. 40. Set Up A Free Trial Chris McLean Director of Sales 416-366-2500 x228 @fonolo 40
  41. 41. Questions? 41