3 Ways Smartphones Will Change Call Centers Forever - Fonolo Webinar Preview
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1 3 Ways Smartphones Will Change Call Centers Forever September 27, 2012
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September 27, 2pm ET The inevitable rise of the smartphone represents a tremendous opportunity for companies to improve the call center experience. "Based on trailing average of six months' growth, 50% penetration will be reached by end of September 2012, though the trend is for accelerated adoption" - Asymco Report, ‘The US Smartphone landscape’ Now that a majority of US consumers are carrying these powerful devices in their pockets, the call center is adapting by: • Replacing hold time with an intelligent call-back • Enhancing the IVR with a visual interface • Asking the right pre-call questions for faster call resolution Consumers are welcoming these changes because they eliminate common frustrations with the call center experience. Companies are also welcoming these changes. (Well, at least the smart ones are.) Why? Because, in addition to improving the customer experience, companies are able to lower handle times and thus lower costs. WE'LL TALK ABOUT HOW COMPANIES: Adapted to their smartphone app and mobile site. Integrated the smartphone into their call center. Determined what kind of ROI to expect. Don't miss out on this unique opportunity to learn how these companies took a leap of faith and launched their call center into the 21st century - via the smartphone.
Transcript of 3 Ways Smartphones Will Change Call Centers Forever - Fonolo Webinar Preview
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3 Ways Smartphones Will Change Call Centers Forever
September 27, 2012
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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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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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Voice is Still King
By stage of process…
Source: Contact Solutions
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Voice is Still King
By complexity of inquiry…
Source: American Express Consumer Service Barometer
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The Big Problem:Customers prefer the phone for
support, but dread the call center experience.
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The Top 3 Pain Points
What frustrates customers most about call centers?
Source: Clickfox Customer Interaction Survey
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3
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Waiting on Hold (17%)
Repeating Information (42%)
Phone Menus (12%)
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The Impact
• More misnav / Zero-outs• Longer Handle Time• Higher Cost per Call• Lower Customer Sat• Damaged Reputation
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3
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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
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Solution: Visual Navigation• Richer interaction• More flexible• Build on web / mobile UI paradigms
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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
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• Customer gets a call-back when agent is available
• Win-win for caller and company
Solution: Virtual Queuing
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“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
Waiting On Hold2
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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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• Ask the right questions before the call
• Make sure they get to the agent
Solution: Pre-call Questions
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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 sat. survey
Post comments on social networking site or consumer review site
How do customers respond to bad service?
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The cost of bad customer service
Customers share their experiences with the world.
Source: http://onholdwith.com
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We Know The Solutions!
Visual navigation
Call-Back
Pre-call questions
Waiting on hold
Exchanging info
Navigating
So why are we stuck?
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Smartphone to the rescue!
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Some Case Studies
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To see the rest…
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Speaker:
Shai BergerCEO, Fonolo
Thursday,Sept 272pm ET
Register for our Free Webinar.
3 Ways Smartphones Will Change Call Centers Forever
