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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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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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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