3 Ways to Make Your Call Center the Star of Your Brand

3 Ways to Make Your Call 3 Ways to Make Your Call Center the Center the StarStar of Your Brand of Your Brand Apr. 25, 2013Apr. 25, 20132:00 PM EDT2:00 PM EDT

Shai BergerShai BergerCo-Founder & CEO, Co-Founder & CEO, FonoloFonolo

Nathanael SidmoreNathanael SidmoreWeb Analyst,Web Analyst,World Travel HoldingsWorld Travel Holdings

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•Q: What does that mean for live agent conversations?

•A: They are more important than ever!

It’s a Multi-channel World

Simple InquiryWhat’s my balance?Where is my shipment?

Complex InquiryI want to return a product.I need product assistance.

Difficult InquiryI have a complaint.I have a charge to dispute.

Live Agent

Face-to-face

Web / Email

Online Chat

Automated Voice

Social Media

Text Message

Live Agent

Face-to-Face

Web / Email

Online Chat

Automated Voice

Social Media

Text Message

Live Agent

Face-to-Face

Web / Email

Online Chat

Automated Voice

Social Media

Text Message

Web strongly

preferred

Phone strongly

preferred

The Full Picture16%

38%

46%

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Customers prefer the phone for non-simple inquiries, but dread the

call center experience.

The BIG Problem

Waiting on Hold (17%)

Phone Menus (12%)

Repeating Information (42%)

What Frustrates People Most?

Source: Clickfox survey, 2011

Waiting on Hold

Phone Menus

Repeating Information

These are

fixable!

Source: Clickfox survey, 2011

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Call-back software that enhances the caller experience by eliminating the most common call center complaints.

1. Waiting on hold2. Phone menus3. Repeating information

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•The Ultimate Call Center Experience

Remove the pain…

Waiting on hold

Repeating Information

Phone Menus

on all channels…Web Inbound call Mobile

with any call center…

Premise Cloud Outsourced

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Works with the call center you have today.

(and the one you’ll have tomorrow)

• World's leading cruise agency

• Over 30 brands, including Cruises.com

• Call center handles 2M calls/yr

Case StudyCase Study

• Cruise bookings are a complex sale

• Many transactions start on the web, but finish with a live agent

• Adapt to preferences of changing demographics

ChallengesChallenges

RequirementsRequirements

• Offer a smooth transition from web to agent, while maintaining context

• Minimal effort in implementation

• Low cost

• Visual IVR maps to existing phone menu options

• Matches look-and-feel of the site

• No changes to the call center

Visual InterfaceVisual Interface

Adding Fonolo to the WebsiteAdding Fonolo to the Website

A few lines of HTML is all it takes to embed the widget.

Amazing ResultsAmazing Results

To see the rest…Register for this FREE webinar.

Apr 25, 20132:00 PM EDT