3 Ways Smartphones WillChange Call Centers ForeverSeptember 27, 2012                              1
The Agenda1. The State of The Call Center2. The Top 3 Complaints3. How the Smartphone Changes the Game4. Some Industry Exa...
The State of the Call Center  Yes, it’s a multi-channel world, but phone  support is still the most popular offering.     ...
Voice is Still King  By stage of process…                         Source: Contact Solutions                               ...
Voice is Still King  By complexity of inquiry…                  Source: American Express Consumer Service Barometer       ...
The Big Problem: Customers prefer the phone forsupport, but dread the call center           experience.                   ...
The Top 3 Pain Points What frustrates customers most about call centers?   1           Phone Menus (12%)   2              ...
The Impact  1             •   More misnav / Zero-outs             •   Longer Handle Time  2             •   Higher Cost pe...
1    Phone Menus• The keypad is inherently limited• Decades of research and trials  spent optimizing but…• Still has a ver...
2    Waiting On HoldQueuing is unavoidable, but…• Putting callers on hold is the wrong way  to do it• Company pays for ope...
2    Waiting On Hold“For consumers, the option tohold their place in a queue and go on to do something else ishighly appea...
3    Repeating Information• Callers often have to repeat information• Agent time wasted waiting for a caller to  find info...
The Impact of Bad Customer ServiceHow do customers respond to bad service?   Tell family,         Ask for a         Cease ...
The cost of bad customer serviceCustomers share their experiences with the world.                                  Source:...
We Know The Solutions!       Navigating      Visual navigation     Waiting on hold       Call-Back     Exchanging info   P...
Smartphone to the     rescue!                    16
Some Case Studies                    17
To see the rest…                   18
Register for our Free Webinar.3 Ways Smartphones                      Thursday,Will Change Call                       Sept...
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3 Ways Smartphones Will Change Call Centers Forever - Fonolo Webinar Preview

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September 27, 2pm ET

The inevitable rise of the smartphone represents a tremendous opportunity for companies to improve the call center experience.

"Based on trailing average of six months' growth, 50% penetration will be reached by end of September 2012, though the trend is for accelerated adoption" - Asymco Report, ‘The US Smartphone landscape’

Now that a majority of US consumers are carrying these powerful devices in their pockets, the call center is adapting by:
• Replacing hold time with an intelligent call-back
• Enhancing the IVR with a visual interface
• Asking the right pre-call questions for faster call resolution

Consumers are welcoming these changes because they eliminate common frustrations with the call center experience. Companies are also welcoming these changes. (Well, at least the smart ones are.) Why? Because, in addition to improving the customer experience, companies are able to lower handle times and thus lower costs.

WE'LL TALK ABOUT HOW COMPANIES:
Adapted to their smartphone app and mobile site.
Integrated the smartphone into their call center.
Determined what kind of ROI to expect.
Don't miss out on this unique opportunity to learn how these companies took a leap of faith and launched their call center into the 21st century - via the smartphone.

Published in: Technology, Business
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3 Ways Smartphones Will Change Call Centers Forever - Fonolo Webinar Preview

  1. 1. 3 Ways Smartphones WillChange Call Centers ForeverSeptember 27, 2012 1
  2. 2. The Agenda1. The State of The Call Center2. The Top 3 Complaints3. How the Smartphone Changes the Game4. Some Industry Examples5. About Fonolo 2
  3. 3. The State of the Call Center Yes, it’s a multi-channel world, but phone support is still the most popular offering. 3
  4. 4. Voice is Still King By stage of process… Source: Contact Solutions 4
  5. 5. Voice is Still King By complexity of inquiry… Source: American Express Consumer Service Barometer 5
  6. 6. The Big Problem: Customers prefer the phone forsupport, but dread the call center experience. 6
  7. 7. 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 7
  8. 8. The Impact 1 • More misnav / Zero-outs • Longer Handle Time 2 • Higher Cost per Call • Lower Customer Sat • Damaged Reputation 3 8
  9. 9. 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 9
  10. 10. 2 Waiting On HoldQueuing is unavoidable, but…• Putting callers on hold is the wrong way to do it• Company pays for open phone line and• Caller frustration grows Solution: Virtual Queuing • Customer gets a call-back when agent is available • Win-win for caller and company 10
  11. 11. 2 Waiting On Hold“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 11
  12. 12. 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 Solution: Pre-call Questions • Ask the right questions before the call • Make sure they get to the agent 12
  13. 13. The Impact of Bad Customer ServiceHow do customers respond to bad service? Tell family, Ask for a Cease doing Submit a Post comments on friends, or peers supervisor / business with negative social networking about the manager the company customer sat. site or consumer experience survey review site Source: Zendesk Infographic http://cdn.zendesk.com/images/blog/Infog.LoyaltyTest%20.png 13
  14. 14. The cost of bad customer serviceCustomers share their experiences with the world. Source: http://onholdwith.com 14
  15. 15. We Know The Solutions! Navigating Visual navigation Waiting on hold Call-Back Exchanging info Pre-call questions So why are we stuck? 15
  16. 16. Smartphone to the rescue! 16
  17. 17. Some Case Studies 17
  18. 18. To see the rest… 18
  19. 19. Register for our Free Webinar.3 Ways Smartphones Thursday,Will Change Call Sept 27Centers Forever 2pm ET Speaker: Shai Berger CEO, Fonolo 19

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