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Customer Experience in the Call Center:

Can the Leaks in the Pipeline be Fixed?

Shai Berger

CEO

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2008: Fonolo.com

A free service for consumers that eases phone menu frustration

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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.

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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

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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

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Queuing

Waiting on hold is lose-lose. Customer frustration grows and company spends money on 1-800 fees.

NavigatingWaitingon hold

Exchanginginfo

Discussing with agent

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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

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Why do these flaws persist?

Big revelation:

It’s not a technology problem.

It’s a systemic problem with the call center ecosystem.

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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

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The net result…

Call Center

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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.

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Fonolo in action…

The Fonolo Visual

Interface

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Buttons “Deep Dial” to the IVR

The existing phone menu

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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.

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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

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Thank you!

follow: @shaibergeremail: shai@fonolo.com