Three Issues to Address before Adding Video Calls to Your Contact Center
By Michelle Nicolson
TMCnet Contributing Writer
As video becomes more entrenched in business communications, the natural step is for more contact centers to add video calling as part of their services. The advantages include faster problem resolution and better communication, particularly when you consider 93% of communication is nonverbal. But there are three major issues that you should address before jumping on the video call bandwagon.
Video technology is more complicated than voice, and if it’s not integrated effectively, the result can be a more frustrating experience for the customer. It’s important to research the best solution for your call center’s needs. For example, bandwidth is an important consideration – you need to make sure your customer service agents will have the bandwidth necessary for a reliable connection. Also, if your typical customer doesn’t have access to a high-speed Internet connection, you are likely to have a lot of problems (and a lot of frustration) with video calls.
Video calling makes the company dress code much more important. Since traditionally call centers have used voice technology, what the customer service agents wore to work didn’t really matter. Video calling changes that scenario. Companies need to make decisions about appropriate attire and personal hygiene.
The environment of a call center also becomes an issue with video technology. Since call centers are busy places, it’s important to think about what comes across on the screen. What are your customers going to be able to see, and how will it affect their impression of your company? Are there distracting elements in the office? Or if your employees work remotely, does the environment look professional?
It is possible to use chroma key compositing (like a green screen) to control the background environment of video. If you choose this solution, be sure to consider how to customize the background to promote branding or other corporate goals.
While voice calls have standards regarding recording conversations, video opens up new questions regarding privacy. It’s important to involve your company’s legal counsel about issues with recording video conversations across jurisdictions. Also, consider legal issues that may arise based on what appears in the background of the customer. Proprietary information may be viewable, or maybe a customer doesn’t want to be seen.
Video calling is here to stay, and the benefits can outweigh the challenges. The time you spend addressing these potential problems will be time well spent.
Edited by Ryan Sartor