Upload
ecommconf
View
820
Download
0
Tags:
Embed Size (px)
DESCRIPTION
Please see corresponding blog http://blog.eComm.ec
Citation preview
2
Customer Experience in the Call Center:
Can the Leaks in the Pipeline be Fixed?
Shai Berger
CEO
3
2008: Fonolo.com
A free service for consumers that eases phone menu frustration
4
2009: The bigger picture
1. Phone menu frustration is part of a larger failure by the call center industry to deliver a good experience.
2. This failure is costing companies a lot of money.
3. Companies are eager to fix these problems but are powerless to do so.
5
The Call Center Pipeline
00:28
Call starts
Navigating
2:45
Waitingon hold
00:25
Agent answers
Exchanginginfo
02:13
Call endsTotal time: 5:51
Discussing with agent
6
Navigating
The job of the IVR is to get callers to right type of agent.
Misnavigation is the result when IVR fails. 30% misnav rates are common Misnav adds cost to the call
Navigating
Waitingon hold
Exchanginginfo
Discussing with agent
7
Queuing
Waiting on hold is lose-lose. Customer frustration grows and company spends money on 1-800 fees.
NavigatingWaitingon hold
Exchanginginfo
Discussing with agent
8
Info exchange
The dial-pad is not a good data entry device The data pass-through problem The biggest leak of all!
NavigatingWaitingon hold Exchanging
info
Discussing with agent
9
Why do these flaws persist?
Big revelation:
It’s not a technology problem.
It’s a systemic problem with the call center ecosystem.
10
The road blocks to call center innovation
1) Proprietary hw/sw, no open standards
2) Call centers are long-lived Rarely uni-vendor
3) Call centers are mission critical very conservative operating principals
4) Organizational silos
5) Outsourcing
11
The net result…
Call Center
12
2010: Fonolo for Enterprise
Makes it easy for large companies to improve the customer calling
experience, by adding intelligent web and mobile interfaces to their existing
phone menu.
1313
Fonolo in action…
The Fonolo Visual
Interface
14
Buttons “Deep Dial” to the IVR
The existing phone menu
15
Virtual Queuing
Callers can wait for the call-back or schedule a time in the future for the call.
Fonolo on the smart phone
Fonolo functionality can be integrated with a smart phone app using our API.
Provides a unified interface to the call center on both web and mobile.
Collect info before the call
Using the better input capabilities of the smart phone or browser makes info entry more pleasant for the caller.
This can reduce average call duration by a large factor.
Admin system
New paradigm of control
• On the left: The existing IVR as captured by Fonolo.
• Create a new call button by dragging any node on the left to the right.
• Changes appear real-time on the web widget and mobile interface.
Incredible control over the calling experience through a dead-simple
web interface.
20
The Fonolo solution
Improves the experience, lowers cost through: Visual navigation Virtual queuing Pre-call info collection
Allows new business processes through real-time control of the call center interface
Unified UI on the smart phone and web
Lives in the cloud, independent of the call center