Customer Experience in the Call Center:  Can the Leaks in the Pipeline be Fixed? Shai Berger CEO
2008: Fonolo.com A free service for consumers that eases phone menu frustration
<ul><li>2009: The bigger picture </li></ul><ul><li>Phone menu frustration is part of a larger failure by the call center i...
<ul><li>The Call Center Pipeline </li></ul>00:28 Call starts Navigating 2:45 Waiting on hold 00:25 Agent answers Exchangin...
<ul><li>Navigating </li></ul><ul><li>The job of the IVR is to get callers to right type of agent. </li></ul><ul><li>Misnav...
<ul><li>Queuing </li></ul><ul><li>Waiting on hold is lose-lose. </li></ul><ul><li>Customer frustration grows </li></ul><ul...
<ul><li>Info exchange </li></ul><ul><li>The dial-pad is not a good data entry device </li></ul><ul><li>The data pass-throu...
<ul><li>Why do these flaws persist? </li></ul>Big revelation: It ’s not a technology problem. It’s a systemic problem with...
<ul><li>The road blocks to call center innovation </li></ul><ul><li>Proprietary hw/sw, no open standards </li></ul><ul><li...
<ul><li>The net result… </li></ul>Call Center
<ul><li>2010: Fonolo for Enterprise </li></ul>Makes it  easy  for large companies to improve the customer calling experien...
<ul><li>Fonolo in action… </li></ul>The Fonolo Visual Interface
Buttons  “Deep Dial” to the IVR The existing phone menu
Virtual Queuing Callers can wait for the call-back or schedule a time in the future for the call.
<ul><li>Fonolo on the smart phone </li></ul>Fonolo functionality can be integrated with a smart phone app using our API. P...
<ul><li>Collect info before the call </li></ul>Using the better input capabilities of the smart phone or browser makes inf...
Admin system
New paradigm of control <ul><li>On the left: The existing IVR as captured by Fonolo. </li></ul><ul><li>Create a new call b...
The Fonolo solution <ul><li>Improves the experience, lowers cost through: </li></ul><ul><ul><li>Visual navigation </li></u...
<ul><li>Thank you! </li></ul>follow: @shaiberger email: shai@fonolo.com
 
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Shai Berger's Presentation at Emerging Communication Conference & Awards 2010 America

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Please see corresponding blog http://blog.eComm.ec

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Shai Berger's Presentation at Emerging Communication Conference & Awards 2010 America

  1. 2. Customer Experience in the Call Center: Can the Leaks in the Pipeline be Fixed? Shai Berger CEO
  2. 3. 2008: Fonolo.com A free service for consumers that eases phone menu frustration
  3. 4. <ul><li>2009: The bigger picture </li></ul><ul><li>Phone menu frustration is part of a larger failure by the call center industry to deliver a good experience. </li></ul><ul><li>This failure is costing companies a lot of money. </li></ul><ul><li>Companies are eager to fix these problems but are powerless to do so. </li></ul>
  4. 5. <ul><li>The Call Center Pipeline </li></ul>00:28 Call starts Navigating 2:45 Waiting on hold 00:25 Agent answers Exchanging info 02:13 Call ends Total time: 5:51 Discussing with agent
  5. 6. <ul><li>Navigating </li></ul><ul><li>The job of the IVR is to get callers to right type of agent. </li></ul><ul><li>Misnavigation is the result when IVR fails. </li></ul><ul><li>30% misnav rates are common </li></ul><ul><li>Misnav adds cost to the call </li></ul>Navigating Waiting on hold Exchanging info Discussing with agent
  6. 7. <ul><li>Queuing </li></ul><ul><li>Waiting on hold is lose-lose. </li></ul><ul><li>Customer frustration grows </li></ul><ul><li>and company spends money on 1-800 fees. </li></ul>Navigating Waiting on hold Exchanging info Discussing with agent
  7. 8. <ul><li>Info exchange </li></ul><ul><li>The dial-pad is not a good data entry device </li></ul><ul><li>The data pass-through problem </li></ul><ul><li>The biggest leak of all! </li></ul>Navigating Waiting on hold Exchanging info Discussing with agent
  8. 9. <ul><li>Why do these flaws persist? </li></ul>Big revelation: It ’s not a technology problem. It’s a systemic problem with the call center ecosystem.
  9. 10. <ul><li>The road blocks to call center innovation </li></ul><ul><li>Proprietary hw/sw, no open standards </li></ul><ul><li>Call centers are long-lived  Rarely uni-vendor </li></ul><ul><li>Call centers are mission critical  very conservative operating principals </li></ul><ul><li>Organizational silos </li></ul><ul><li>Outsourcing </li></ul>
  10. 11. <ul><li>The net result… </li></ul>Call Center
  11. 12. <ul><li>2010: Fonolo for Enterprise </li></ul>Makes it easy for large companies to improve the customer calling experience, by adding intelligent web and mobile interfaces to their existing phone menu.
  12. 13. <ul><li>Fonolo in action… </li></ul>The Fonolo Visual Interface
  13. 14. Buttons “Deep Dial” to the IVR The existing phone menu
  14. 15. Virtual Queuing Callers can wait for the call-back or schedule a time in the future for the call.
  15. 16. <ul><li>Fonolo on the smart phone </li></ul>Fonolo functionality can be integrated with a smart phone app using our API. Provides a unified interface to the call center on both web and mobile.
  16. 17. <ul><li>Collect info before the call </li></ul>Using the better input capabilities of the smart phone or browser makes info entry more pleasant for the caller. This can reduce average call duration by a large factor.
  17. 18. Admin system
  18. 19. New paradigm of control <ul><li>On the left: The existing IVR as captured by Fonolo. </li></ul><ul><li>Create a new call button by dragging any node on the left to the right. </li></ul><ul><li>Changes appear real-time on the web widget and mobile interface. </li></ul>Incredible control over the calling experience through a dead-simple web interface.
  19. 20. The Fonolo solution <ul><li>Improves the experience, lowers cost through: </li></ul><ul><ul><li>Visual navigation </li></ul></ul><ul><ul><li>Virtual queuing </li></ul></ul><ul><ul><li>Pre-call info collection </li></ul></ul><ul><li>Allows new business processes through real-time control of the call center interface </li></ul><ul><li>Unified UI on the smart phone and web </li></ul><ul><li>Lives in the cloud, independent of the call center </li></ul>
  20. 21. <ul><li>Thank you! </li></ul>follow: @shaiberger email: shai@fonolo.com

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