The COVID-19 pandemic has been a catalyst for change in many industries, and the contact centre sector is no exception. With an increasing number of people relying on video communication for both personal and professional interactions, video contact centres have become more important than ever. As a service provider, it is our responsibility to help contact centre operators adapt to this new landscape and ensure they stay ahead of the curve. In this article, we’ll discuss the reasons behind the growing significance of video contact centres and how operators can leverage this technology to improve their services.
The increasing preference for video communication
The pandemic has accelerated the adoption of video communication tools, with people using platforms such as Zoom, Microsoft Teams, and Google Meet to stay connected with friends, family, and colleagues. This shift in communication preferences has led to a surge in customer expectations when it comes to contact centres. Customers now expect the same level of convenience and personalisation in their interactions with businesses, and video contact centres can deliver just that.
Remote visual assistance (RVA)
This takes a standard two video call and adds AR features, guidance tools and data extraction processes making it useful when the participants are discussing a complex or technical subject. It is also a very effective remote sales service and can be used to position 3D products into the remote person’s field of view so they can visualise the product in situ. Product support is massively enhanced because the support agent can see the problem and guide the customer to a fix without actually being on site.
Enhancing customer experience
Video contact centres allow operators to provide a more personalised and engaging customer experience. By incorporating video into their services, contact centre agents can establish a stronger connection with customers, better understand their needs, and provide tailored solutions. This level of personalisation not only leads to increased customer satisfaction but also fosters long-term loyalty.Streamlining complex inquiries
Some customer inquiries can be complex and difficult to resolve through traditional channels such as phone or email. Video contact centres enable agents to visually demonstrate solutions and guide customers through complicated processes in real-time, leading to faster resolution times and a more positive customer experience.
Reducing language barriers
Language barriers can be a significant challenge for contact centre operators. However, video contact centres can help bridge this gap by using features such as real-time translation, sign language interpretation, and visual aids to improve communication and understanding between agents and customers.
Training and monitoring
Video contact centres also provide valuable opportunities for training and monitoring agent performance. Supervisors can use video recordings to review interactions, identify areas for improvement, and provide constructive feedback. This ultimately leads to better-equipped agents and a higher quality of service for customers.
Conclusion:
The rise of video contact centres is an inevitable response to the shifting communication preferences brought about by the COVID-19 pandemic. Embracing this technology can help contact centre operators enhance customer experience, streamline complex inquiries, reduce language barriers, and improve agent training and performance. As a service provider, we’re committed to helping contact centre operators navigate this new landscape and stay at the forefront of the industry. So, let’s work together to create a seamless, engaging, and satisfying experience for your customers through video contact centres.
