Skype for Contact Centres
19 June 2017
Contact centres are in no way immune to technology. Gone are the days of simply answering the phone, making some notes or transferring someone via switchboard. They are a fast-paced environment, where customer satisfaction is key. There are plenty of developing (and existing) technologies that are being utilised by leaders and employees in order to ensure a swift and pleasant customer experience.
Consumer-led demand for 24/7 services has seen the introduction of services such as live chat and virtual outsourcing. For many of your customers, the traditional 9 – 5 routine is a thing of a bygone era, so your brand and service must reflect this. This means being available beyond these peak hours, either via phone or some sort of messenger service.
The introduction of Skype calls is a big part of this. Skype is a free online platform that enables users to make face-to-face video calls, as well as voice calls and web chat. It currently has upwards of 300 million users worldwide, has no regional boundaries, and can be accessed via phones, computers, TVs and games consoles. The use of Skype signals a huge step forward for contact centres and a new focus on web-centric communications.
So, how can a contact centre make full and good use in order to process calls swiftly and enhance the customer experience?
- Since a Skype call is free, it makes it much easier for your customers to contact you, particularly for international calls or when there is a delay in getting through to an advisor.
- Customers could contact you directly through Instant Messaging rather than going through web chat.
- Using Skype, you can broadcast whether your contact centre is open or closed.
- One-way or two-way video could likely become a fast-growing channel. It’s also a great way for advisors to actually see the issue at hand, rather than have a flustered customer offer a description of what’s wrong.
Customers want service in an instant, and are likely to ultilise the technology and apps that will provide immediate answers with the quickest response times. The use of Skype also creates a far more personal customer service experience. Customers who have better satisfaction rates typically demonstrate more brand loyalty – ensuring that good service will lead to repeat business. Skype is also a trusted name in communications, making customers feel secure.
Outside of the traditional contact centre, some banks and hospitals are also incorporating Skype into their services, allowing mortgage advisors and doctors (respectively speaking) to remotely connect with their clients.
It may well require investment in new technology and training for your staff, but the perks of being able to offer communication through Skype far outweigh any initial outlay.
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Written By Cheryl Stobo