The document discusses how smartphones are poised to transform call centers by addressing key customer pain points such as phone menus, hold times, and repetitive information. It highlights solutions like visual navigation, virtual queuing, and pre-call questions that can enhance the customer experience. Examples and case studies are provided to illustrate the potential impact of these changes in the industry.

1. 3 Ways Smartphones Will
Change Call Centers Forever
September 27, 2012
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2. The Agenda
1. The State of The Call Center
2. The Top 3 Complaints
3. How the Smartphone Changes the Game
4. Some Industry Examples
5. About Fonolo
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3. The State of the Call Center
Yes, it’s a multi-channel world, but phone
support is still the most popular offering.
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4. Voice is Still King
By stage of process…
Source: Contact Solutions
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5. Voice is Still King
By complexity of inquiry…
Source: American Express Consumer Service Barometer
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6. The Big Problem:
Customers prefer the phone for
support, but dread the call center
experience.
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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
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8. The Impact
1
• More misnav / Zero-outs
• Longer Handle Time
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• Higher Cost per Call
• Lower Customer Sat
• Damaged Reputation
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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
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10. 2
Waiting On Hold
Queuing 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
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11. 2
Waiting On Hold
“For consumers, the option to
hold their place in a queue and
go on to do something else is
highly appealing, with 75%
stating a preference for [it].”
Global 2011 Consumer
Preference Report for
Contact Centers
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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
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13. The Impact of Bad Customer Service
How 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
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14. The cost of bad customer service
Customers share their experiences with the world.
Source: http://onholdwith.com
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15. We Know The Solutions!
Navigating Visual navigation
Waiting on hold Call-Back
Exchanging info Pre-call questions
So why are we stuck?
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16. Smartphone to the
rescue!
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17. Some Case Studies
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18. To see the rest…
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19. Register for our Free Webinar.
3 Ways Smartphones
Thursday,
Will Change Call
Sept 27
Centers Forever
2pm ET
Speaker:
Shai Berger
CEO, Fonolo
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