Putting callers on hold is a lose-lose proposition. With every minute spent on hold, your customer gets more frustrated while your call center wastes money keeping that phone line open. Social media has added a new sense of urgency to this problem. Consumers are social sharing real time complaints that will ultimately drag down your brand’s reputation. Learn why the best way to eliminate hold-times is to offer a call-back. What we discuss in this webinar: - What companies are doing right now to address this issue. - How the smartphone makes it easier to fix the problem of hold-times. - What major vendors are offering today (Avaya, Genesys, InIn, Cisco) - Why companies are flocking to Fonolo’s cloud-based solution.

1. You Can’t Afford to Put
Callers on Hold
Nov 1, 2012
Shai Berger
Co-Founder and CEO, Fonolo
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2. Today’s Webinar
1. The State of The Call Center
2. The Top 3 Complaints
3. Merits of Virtual Queuing (VQ)
4. How to Add VQ to Your Call Center
5. The Bigger Picture
6. About Fonolo
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3. State of the Call Center
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4. It’s a Multi-Channel World
But phone support is still the most popular.
Source: Forrester (via ZenDesk)
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5. Voice is Still King
By stage of process…
Source: Contact Solutions
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6. Voice is Still King
By complexity of inquiry…
Source: American Express Consumer Service Barometer
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7. Voice is Still King
Another view of that same data…
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8. The Big Problem
Customers prefer the phone for
support, but dread the call center
experience.
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9. 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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10. 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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11. The cost of bad customer service
Customers share their experiences with the world.
Source: http://onholdwith.com
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12. Virtual Queuing
Replace hold-time
with a call-back
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13. Waiting on Hold is Lose-Lose
Queuing is necessary.
Putting callers on hold is not.
Lose-lose:
• Company pays for open phone line
and
• Caller frustration grows
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14. Call Center Timeline
Exchange
Navigating Queueing Addressing the problem
info
0:00 0:45 2:15 3:15 5:51
Call starts Resolution
starts
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15. The Timeline with Virtual Queuing
“Press 1 to get a call-back
from the next agent.”
Hold time
Navigating Exch. info Addressing the problem
Call • Caller chooses • Caller receives
starts call-back call-back
• Hangs up • Gets connected
with agent
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16. Benefits of VQ
• Raise customer satisfaction
• Improve brand reputation
• Lower telco costs
• Lower handle-times
• Smooth-out traffic peaks
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17. They Want It!
“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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18. Poll Question
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19. Adding Virtual Queuing
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20. Duties of a VQ System
• When to offer it?
(hold time, staffing level, etc.)
• Make the offer (via IVR)
• Confirm call-back number
• Offer a scheduled call-back
• Handle the call-back and hand-off
• Play nice with reporting
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21. Vendor-Specific Add-Ons
Have VQ
add-ons
Source:
Magic Quadrant for
Contact Center
Infrastructure
(Gartner, 2012)
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22. The Problem with Vendor Add-Ons
1. Ties you to that vendor
2. Multi-site, multi-vendor environments are
challenging (or impossible)
3. Requires on-premise equipment (CPE)
One alternative:
Vendor-independent options like Virtual Hold.
Solves the first 2 but not the 3rd problem.
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23. The Problem with CPE Options
Cost and effort of integration = a big pain.
And what about…
Outsourced call-centers?
Cloud-based call-centers?
In those cases, CPE is a deal-killer.
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24. Cloud to the Rescue!
“Press 1 to get a call-back
from the next agent.”
Navigating Hold time Exch. info Addressing the problem
4) Agent sees regular
inbound call
1) Call transferred to
the cloud
2) Customer hangs up
3) Customer sees call-
back from company
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25. Advantages of Cloud-Based VQ
1. Vendor independent
2. No equipment to buy or integrate
3. Future proof
4. Lower cost (SaaS-model)
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26. At a Glance
What’s out there today …
Vendor Specific Vendor Independent
Cloud-based
service
On-premise
equipment
etc.
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27. The Big Picture
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28. Those 3 Pain Points Again
1 Phone Menus (12%)
2
Waiting on Hold (17%)
3 Repeating Information (42%)
Source: Clickfox Customer Interaction Survey
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29. 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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30. 3
Repeating Information
• Callers must often repeat information
• Agents have to wait for a caller to find
information
• Agent’s time is 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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31. We Know the Solutions!
Navigating Visual Navigation
Waiting On Hold Virtual Queuing
Exchanging Info Pre-call Questions
For all three, a visual interface is key.
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32. Web Interface
Traditional
click-to-call
• Proven ROI
• Many providers
• Usually a missed
opportunity to fix
the big picture
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33. Web Interface
For interactions that start on the web,
all three pain points can be solved!
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34. Mobile Interface
Same for interactions that start on the
smartphone.
Groupama
Visual navigation and
virtual queuing (with
estimated wait time)
via iPhone app.
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35. Mobile Interface
Allstream
(A Fonolo project)
Used by Allstreams’s field
technicians to reach their
internal call center.
Speeds up service calls.
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36. Mobile - Missed Opportunity
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37. The Future is Mobile
By 2016: “More than 50% of inbound customer
service calls across eight countries will be made
from mobile devices … 36% of inbound
customer service calls will be made from
smartphones.”
- Dan Hong
Lead analyst, Ovum Research
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38. Today, we distinguish between
interactions that start
with a call vs
on the web vs
on the smartphone.
But …
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39. … that distinction is blurring.
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40. Wouldn’t it be great if…
There was a single solution that
covered all channels?
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41. Cloud-based software that enhances the
caller experience by eliminating the most
common call center complaints.
1. Waiting on hold
2. Phone menus
3. Repeating information
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42. The Ultimate Call Center Experience
Remove the pain…
Waiting on Repeating Phone
hold Information Menus
on all channels…
Web Inbound call Mobile
with any call center…
Premise Cloud Outsourced
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43. Customers
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44. In-Call Rescue
Cloud-based virtual queuing.
When a caller is already on
the line and waiting on hold,
they simply Press ‘1’ to get
a call-back from the next
available agent.
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45. Web Interface
Used by In use by
70,000 RBC
employees since 2010
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46. Mobile Interface
Customer enters their
phone number to
request a call-back.
Native UI provides a
smooth experience.
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47. Call Process
Walking through a call.
1. Fonolo dials the call center.
2. Fonolo navigates the IVR,
and waits on hold.
3. When an agent is ready,
Fonolo calls the customer
and connects them.
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48. Build on your existing
voice-based process.
Add a visual
interface to
your website or
mobile app.
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49. Ask the right questions
before the call.
Your agents will resolve
calls faster using:
• Pre-call questions
• Profile Pass-Through
• Agent Whisper
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50. Get feedback from callers
the moment they hang up.
• Increase Response Rates
• Instantly Update Surveys
• Get Immediate Feedback
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51. Works with the call
center you have today.
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52. No Infrastructure Changes
• Cloud-based: No hardware
or software to install.
• Low-touch: Your call center
will see regular inbound
calls.
• Efficient: Leverage the
existing investment you’ve
made in technology and
business processes.
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54. Benefits
• Increase customer satisfaction
• Lower average handle time
• Lower telco cost
• Increase sales conversion
• More customer feedback
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55. Set Up a Free Trial Today
Chris McLean
Director of Sales
chris@fonolo.com
416-366-2500 x228
@fonolo facebook.com/fonolo
fonolo.com/blog linkedin.com/company/fonolo
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