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

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How to Solve 3 Major Customer Service

Complaints About Your Call Center

July 19, 2012

Brought to you by:

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

Today’s speaker:

Shai BergerCo-Founder and CEO, Fonoloshai@fonolo.com

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Today’s Webinar

1. The State of The Call Center

2. The 3 Most Common Complaints

3. Solving them

4. About Fonolo

5. Questions

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The State of The Call Center

Source: http://www.zendesk.com/blog/call-centers-are-here-to-stay

For multi-channel call centers, phone support is still the most popular offering.

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The State of The Call Center

79% of customers still prefer the phone

Source: Avaya 2011 Consumer Preferences Report for Contact Centers

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The State of The Call Center

Only 8% provide ‘excellent’ customer service.

Source: Avaya 2011 Consumer Preferences Report for Contact Centers

Do you agree with this statement?“Call centers always provide excellent customer service.”

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Most Common Complaints

Phone Menu Hell Waiting on hold Repeating Information

Call center timeline:

QueueingExchange

infoAddressing the problem

Call starts

0:45 2:15 3:15 5:510:00

Resolution starts

Navigating

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Complaints:

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Most Common Complaints

Source: Zendesk Infographic http://cdn.zendesk.com/images/blog/Infog.LoyaltyTest%20.png

Having to speak with multiple agents and start over every time

Being kept on hold for long periods of time

Rude or inexperienced representatives

Frequent service interruptions, or not being understood by IVR / speech applications

Phone Menu Hell Waiting on hold Repeating Information2 31

How do they rank?

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The Impact of Bad Customer Service

Source: Zendesk Infographic http://cdn.zendesk.com/images/blog/Infog.LoyaltyTest%20.png

Tell family, friends, or peers about the experience

Ask for a supervisor / manager

Cease doing business with the company

Submit a negative customer satisfaction survey

Post comments on social networking site or consumer review site

Customers who get bad customer service respond by…

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OnHoldWith.com

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The Impact of Great Customer Service

Source: Zendesk Infographic http://cdn.zendesk.com/images/blog/Infog.LoyaltyTest%20.png

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

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A CLOSER LOOK

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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 highrate of zero-outs and misnavigation

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Waiting On Hold

• Everybody hates it

• It’s a “lose-lose” approach to queuing

• Better approach is obvious…

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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

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The Costs of Misnavigation

00:48Added call time

Navigating Waiting on hold Exch. info Addressing the problem

0:45 6:390:00

Misnavigation leads to waiting in the wrong

queue.

On hold againTalk to the agent, get transferred

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The Costs of Misnavigation

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The Costs of Repeating Information

Navigating Waiting on hold Exchange info Addressing the problem

I already gave this info to your system!

Was that “V” as in victor?

0:00

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Solve The Big Problems

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What Do Callers Want?

Source: http://www2.avaya.com/emea/campaigns/consumer_index/index.asp

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We Know The Solutions!

Visual navigation

Call-Back

Pre-call questions

Waiting on hold

Exchanging info

Navigating

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What’s The Hold Up?

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Call Center Integration Is Tough

WHY?

• Closed, proprietary nature of call center infrastructure• Multi-site operations• Outsourced call centers• Organizational silos

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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

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Introducing Fonolo

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Fonolo replaces hold time with a call-back.

Regardless of where the conversation begins – on the web, mobile or by phone – Fonolo quickly and

conveniently routes customers through the call center, connecting them to the right agent every time.

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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.

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Builds on the Call Center You Have Today

Fonolo leverages your existing technology and processes.

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What Does it Look Like?After the company embeds the Fonolo widget on their site, callers can directly connect to options inside the phone menu.

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Fonolo On A Smartphone

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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.

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Scheduled Call-Backs

Your callers choose a time that works best for them.

Smooth out volume spikes at your call center.

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Perfect option for callers who dial-in directly.

1. Customer dials-in.2. Customer hears offer to

receive a call-back instead of waiting on hold.

In-Call Rescue

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Perfect option for callers who dial-in directly.

3. Call is transferred to Fonolo.

In-Call Rescue

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Perfect option for callers who dial-in directly.

4. Fonolo dials back in and waits in the queue.

In-Call Rescue

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Perfect option for callers who dial-in directly.

5. When an agent is ready to take the call, Fonolo calls back the customer and connects the call.

In-Call Rescue

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Ask The Right Questions Before The Call

Your agents will shine when they focus on customer service, not collecting 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.

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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.

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The bottom line? Fonolo delivers an immediate, measurable ROI by removing the costs associated with major call center complaints.

ROI

Lower Handle Times: Collect relevant customer information before the conversation for faster call resolution. Reduce Misnavigation: No more zero-outs! Get callers to the right destination every time with one-click access.

Invite to Talk: Convert more visitors into customers. Offer them a phone call and close the sale.

Eliminate Hold-Time: Reduce telco costs and caller frustration.

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Set Up A Free Trial

@fonolo

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facebook.com/fonolo

linkedin.com/company/fonolo

Chris McLean

Director of Saleschris@fonolo.com416-366-2500 x228

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Questions?