Call Center Scheduling Featured Article
WebRTC May Be the Cost Reduction Channel You've Been Waiting For
The typical characteristics of the call center tend to be cubicles, headsets, skilled individuals and computer screens that provide insight into the caller. There are variables that can change, depending upon the sophistication of the technology being used in that particular center. Some, for instance, may rely on white boards for call center scheduling, while others may turn to workforce management and do everything online.
Still others have embraced the opportunities afforded with interacting with customers on levels so much more complex than the typical telephone call. Moving into multiple channels is something that a number of organizations have done as they strive to integrate social media, web chat and even text messaging into their customer service environments. Is there also a place for video?
This question is a bit more complex as video requires a whole new level of strategy and insight to be successful. For a long time, customer service organizations would shy away from this channel just because it required so much insight, information, know-how and equipment to be successful. With the movement of WebRTC into mainstream adoption, however, that trend is about to shift.
A recent blog suggests that consumers are becoming more comfortable with the use of video calls as a part of everyday life. That means there’s opportunity for call centers to expand their channel offerings to include video, especially as WebRTC enables real-time connectivity through supported Web browsers and mobile applications. Plus, with no required downloads or plugins, anyone can use it.
While not all consumers will want to have the intimate experience of the video call with the agent at the call center, there are certainly benefits to sharing the interaction on this channel. For the individual who is having a hard time finding what they need on the eCommerce site, for instance, browsing the site together and helping the customer get exactly where they need to be without frustration is a considerable selling point.
On the call center side, WebRTC has the potential to change more than just the number of channels used in interacting. Call center scheduling will change to reflect those available to take more video calls. It’s not uncommon for call centers to schedule according to anticipated call volume and skillsets; video simply introduces another track to pay attention to and schedule accordingly.
The organization that typically sees a lot of foot traffic due to the visual aspect of the questions customers tend to ask can reduce their operating costs when those questions can be answered by phone using WebRTC. Plus, agents could man the calls from anywhere, eliminating the need to provide enough physical space in the call center to house the agents needed at any given time.
While there are steps that the call center has to take in order to become acclimated to the use of WebRTC, the benefits suggest that it’s worth the time. If you haven’t started to add this channel to your customer service department, the time to get started is now.
Edited by Stefania Viscusi