You Can’t Afford to PutCallers on HoldNov 1, 2012              Shai Berger              Co-Founder and CEO, Fonolo        ...
The State of the Call Center  It’s a multi-channel world, but phone support  is still the most popular offering.          ...
The Big Problem Customers prefer the phonefor support, but dread the call      center experience.                         ...
The Top 3 Pain Points What frustrates customers most about call centers?   1           Phone Menus (12%)   2              ...
Waiting On HoldQueuing is unavoidable, but…• Putting callers on hold is the wrong way  to do it• Company pays for open pho...
Options for Virtual Queuing                              6
Before…Call center timeline:                                        Exchange    Navigating        Queueing                ...
After…     In a nutshell: Caller can hang up and still             maintain his place in line. Navigating                 ...
Your Callers Want It!“For consumers, the option tohold their place in a queue and go on to do something else ishighly appe...
How to Get It A number of options are available today: 1. Legacy vendors have on-premise    offerings 2. Other 3rd party e...
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You Can’t Afford to Put Callers on Hold - Fonolo Webinar Preview

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FONOLO WEBINAR:

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YOU CAN'T AFFORD TO PUT CALLERS ON HOLD
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Nov 1, 2012.
Register: http://fonolo.com/upcoming-webinar/

ABSTRACT:
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.

WE’LL TALK ABOUT:

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.
WHO SHOULD ATTEND:

VP’s & Directors of Customer Service
VP’s & Directors of Contact Centers
VP’s & Directors of Web/Social Media

Published in: Technology
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You Can’t Afford to Put Callers on Hold - Fonolo Webinar Preview

  1. 1. You Can’t Afford to PutCallers on HoldNov 1, 2012 Shai Berger Co-Founder and CEO, Fonolo 1
  2. 2. The State of the Call Center It’s a multi-channel world, but phone support is still the most popular offering. Source: Forrester (via ZenDesk) 2
  3. 3. The Big Problem Customers prefer the phonefor support, but dread the call center experience. 3
  4. 4. 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 4
  5. 5. 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 5
  6. 6. Options for Virtual Queuing 6
  7. 7. Before…Call center timeline: Exchange Navigating Queueing Addressing the problem info 0:00 0:45 2:15 3:15 5:51 Call starts Resolution starts 7
  8. 8. After… In a nutshell: Caller can hang up and still maintain his place in line. Navigating Exch. info Addressing the problem Caller chooses Caller receives call-back, call-back. Gets hangs up. connected with agent. 8
  9. 9. Your Callers 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 9
  10. 10. How to Get It A number of options are available today: 1. Legacy vendors have on-premise offerings 2. Other 3rd party equipment webinar Attend the 3. Cloud-based solution the rest! to see 2:00pm ET November 1, 2012 10

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