Speaking with Fonolo CEO Shai Berger and I were talking last night about Call Centers and the lousy customer satisfaction. All the M&A activity creates pockets of technology and data and apps that cannot integrate easily with other pockets of apps, systems, data.
For example, a customer calls an 800 number of a company that bought two companies - and integration is complete. Except it isn't. The company uses a couple of call centers to fulfill customer service. Maybe one call center in Iowa on Genesis handling Product A; another in Chaicago on InIn handling Product B. These systems do not inter-operate. So the customer has to input his account number or other info more than once. Very frustrating.
Berger mentioned that zero out rates are between 30 to 50%! And companies spend lots of time and money on IVR systems, menus, choices. to no avail. Worse, he continued, is that customers then spend time venting at the CSR's, which translates into even more money burned up.
Call center jobs have already increased about ten thousand this year, as more business moves to the web. Probably the bankruptcies of brick-and-mortar stores like Borders/Waldenbooks and Blockbuster will ultimately result in less retail jobs, but more customer service jobs - at a call center.
It's an interesting case, as VoIP companies want to have zero touch installs, etc. However, they will need to ramp up call centers to handle the instances when that fails and other ancillary issues, like PC support that ISP's ultimately ended up handling.
VoIP companies likely won't have the same silo issue that telcos have, where the call center is a separate business from the marketing department, who ultimately owns customer satisfaction metrics. The call center people care about metrics - call times, zero outs, etc. - but those are just numbers. The bottom line is that the call center is not incented for customer satisfaction. (As I blogged yesterday, Retention is key as product pies flatten or shrink because customer acquisition costs rise.)
Fonolo's answer to the call center frustration is to offer an over-the-top IVR that will help increase customer satisfaction. It will also put some of the IVR power back in the marketers hands as opposed to the call center ops team.
agents apps att broadband broadsoft cable cableco cellular channel partners clec cloud communications cloud computing commissions data center FCC fcc fiber financials hosted pbx internet itexpo marketing master agency mergers politics sales security sellecom selling strategy TCA telecom is broken UC unified messaging VAR voip vz vzw wireless wireline
- AI (4)
- Add category (2)
- BPI (10)
- BPaaS (10)
- CALEA (2)
- CLEC (250)
- FCC (200)
- FTC (10)
- IOT (17)
- IPTV (14)
- ISP (60)
- Internet (248)
- Marketing (283)
- PBX (180)
- PR (27)
- SDN (46)
- TCA (72)
- TEM (16)
- TMC (26)
- VAD (9)
- VAR (149)
- VDI (10)
- Web 2.0 (48)
- Yahoo (9)
- agents (446)
- amazon (23)
- apps (122)
- backup (41)
- bandwidth (70)
- bellsouth agent (22)
- books (15)
- broadband (235)
- broadsoft (124)
- cableco (200)
- cellular (243)
- certification (17)
- channel (432)
- cloud computing (286)
- colocation (43)
- commissions (103)
- communications (66)
- compliance (22)
- comptia (5)
- conferences (66)
- conferencing (68)
- crm (8)
- cybersecurity (2)
- data center (128)
- disaster recovery (35)
- duopoly (71)
- e-book (4)
- economy (129)
- email (27)
- ethernet (23)
- expo (117)
- fiber (124)
- glossary (2)
- hosted uc (266)
- im/chat (28)
- jobs (32)
- linkedin (38)
- managed services (54)
- master agency (68)
- mergers (395)
- metaswitch (12)
- mobile (57)
- mpls (55)
- msp (50)
- off topic (48)
- organizations (82)
- outage (19)
- politics (136)
- privacy (41)
- saas (92)
- sales and selling (271)
- satellite (17)
- sdn (28)
- security (94)
- sip trunking (83)
- smb (65)
- social network (76)
- spectrum (68)
- startup (27)
- technology (134)
- telco (253)
- tele-presence (22)
- telecommunications (229)
- training (42)
- twitter (44)
- unified communications (258)
- vc (9)
- video (86)
- voip (436)
- webRTC (16)
- wi-fi (29)
- wimax (33)
- wireless (167)
- wireline (179)
- xmpp (5)
- xo (54)
- September 2017
- August 2017
- July 2017
- June 2017
- May 2017
- April 2017
- March 2017
- February 2017
- January 2017
- December 2016
- November 2016
- October 2016
- September 2016
- August 2016
- July 2016
- June 2016
- May 2016
- April 2016
- March 2016
- February 2016
- January 2016
- December 2015
- November 2015
- October 2015
- September 2015
- August 2015
- July 2015
- June 2015
- May 2015
- April 2015
- March 2015
- February 2015
- January 2015
- December 2014
- November 2014
- October 2014
- September 2014
- August 2014
- July 2014
- June 2014
- May 2014
- April 2014
- March 2014
- February 2014
- January 2014
- December 2013
- November 2013
- October 2013
- September 2013
- August 2013
- July 2013
- June 2013
- May 2013
- April 2013
- March 2013
- February 2013
- January 2013
- December 2012
- November 2012
- October 2012
- September 2012
- August 2012
- July 2012
- June 2012
- May 2012
- April 2012
- March 2012
- February 2012
- January 2012
- December 2011
- November 2011
- October 2011
- September 2011
- August 2011
- July 2011
- June 2011
- May 2011
- April 2011
- March 2011
- February 2011
- January 2011
- December 2010
- November 2010
- October 2010
- September 2010
- August 2010
- July 2010
- June 2010
- May 2010
- April 2010
- March 2010
- February 2010
- January 2010
- December 2009
- November 2009
- October 2009
- September 2009
- August 2009
- July 2009
- June 2009
- May 2009
- April 2009
- March 2009
- February 2009
- January 2009
- December 2008
- November 2008
- October 2008
- September 2008
- August 2008
- July 2008
- June 2008
- May 2008
- April 2008
- March 2008
- February 2008
Featured Videos