By Peter Lyle DeHaan, Ph.D.
Last time we talked about web chat and it’s growing use in the call center. Another interesting technology that will make inroads in the call center is video. Just as text messaging is driving demand for web chat, the use of Skype, Face Time, and other video apps will spur interest in video calls to your call center.
Here are some advantages of video calling in your call center:
Builds Rapport: Most communication happens from body language, which puts call center agents at a definite disadvantage. All we can go on are the words spoken and the tone of voice, because when we’re on the phone, we miss the visual cues so critical in face-to-face communication. But with video, we open ourselves to a fuller communication experience. This will help us communicate more effectively and build rapport with our callers and patients.
Aids Triage: In a telephone triage environment, video calls can pay off huge. No longer is the triage nurse limited to verbal interaction to decide on the best course of action. With video, healthcare practitioners can see the patient and incorporate important images and visual cues in their assessment. Not only will this make for more accurate results, but it will also get there faster.
Elevates the Call Center: For too many people, especially younger generations, the call center is low on their list of communication choices. Too many view a phone call as an option of last resort, while some dismiss it altogether. However, these same people are open to video. Providing video as an option will draw some reluctant patients back to your call center. They’ll consider it as a viable, and even preferred, option to find answers to questions and communicate with your organization.
Where do you stand on video for your call center? Perhaps you’ve already embraced it. Or maybe you’re moving in that direction, by researching, planning, and even testing.
Though possibly you’re doing nothing with video. This might be because you’re too busy with other things, worry about how your staff will react to video, or need more technology to make it happen. But doing nothing is not a solution.
Take some time to consider the role of video in your call center. And to help you with this thought process, next time we’ll talk about how video will affect your agents and impact your operation.