The use of video calls to maintain contact between family, friends and colleagues has been the great trend in telecommunications so far in 2021. Social distancing found in this visual channel an ally to maintain closeness in communication, and many companies have adopted it for contact with their customers. The truth is that the possibility of maintaining virtual face-to-face brings many advantages for companies. In addition to allowing clients and agents to respect health precautions, video calls in the contact center generate a more humanized contact, without the limitation of distance.
Video calling service greatly improves the customer experience in multiple ways. In the first place, they allow the replacement of face-to-face interactions, giving the client the comfort of resolving incidents, making inquiries or carrying out operations that require the attention of an agent, without leaving their home.
Many will say that remote communication is already solved by the telephone and the chat. However, video calling adds a bonus to phone interactions; especially those that, due to their complexity, benefit from the visual power of this medium.
For this reason, the video call is an ideal channel to resolve queries or complex operations in areas such as finance, health, insurance, technology or real estate, to name a few.
The possibility of placing a face on the interaction makes it easier to build bonds of trust that are very necessary between the client and the agent; more than anything in this type of area where sensitive information is often exchanged.
Visual information exchange
The video call adds differential value to interactions where it is necessary to exchange visual information. With the functionality of sharing screen in video chat, technical queries that require the use of a digital interface (for example, cases of software activation or problems with a password) are solved in a much simpler way.
Visual information exchange is also useful for product claims. The client can show the faults in real time, speeding up the solution process. Also in the event that instructions are needed, an agent can guide you more efficiently by video calling service. Another use case that we see more and more is in the field of health. As with bots, video calls have enormous application potential here; more than anything as the first filter of care in these times where it is key to optimize health resources.
Improving quality indicators
As a consequence of what we have just mentioned, implementing video calls in the cases that require it, it is possible to improve the levels of attention and resolution in the contact center. By observing the expressions and body language of customers, agents have a better understanding of what they require and are able to give them a more precise solution. And by exchanging visual information, indexes such as FCR (First Call Resolution) or average attention time are improved, with the understanding that queries are resolved in a more agile and dynamic way. This has an impact on reducing operating costs. Because, in addition, it allows agents to provide care in the teleworking modality, which well implemented optimizes resources (and allows to continue respecting the preventive distancing recommendations in times of pandemic).
