FONOLO WEBINAR: ====================================== YOU CAN'T AFFORD TO PUT CALLERS ON HOLD ====================================== Nov 1, 2012. Register: http://fonolo.com/upcoming-webinar/ ABSTRACT: 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. WE’LL TALK ABOUT: 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. WHO SHOULD ATTEND: VP’s & Directors of Customer Service VP’s & Directors of Contact Centers VP’s & Directors of Web/Social Media

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. The State of the Call Center
It’s a multi-channel world, but phone support
is still the most popular offering.
Source: Forrester (via ZenDesk)
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3. The Big Problem
Customers prefer the phone
for support, but dread the call
center experience.
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4. 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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5. Waiting On Hold
Queuing is unavoidable, but…
• Putting callers on hold is the wrong way
to do it
• Company pays for open phone line and
• Caller frustration grows
Solution: Virtual Queuing
• Customer gets a call-back when
agent is available
• Win-win for caller and company
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6. Options for Virtual Queuing
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7. Before…
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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8. After…
In a nutshell: Caller can hang up and still
maintain his place in line.
Navigating Exch. info Addressing the problem
Caller chooses Caller receives
call-back, call-back. Gets
hangs up. connected with
agent.
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9. Your Callers 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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10. How to Get It
A number of options are available today:
1. Legacy vendors have on-premise
offerings
2. Other 3rd party equipment webinar
Attend the
3. Cloud-based solution the rest!
to see
2:00pm ET
November 1, 2012
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