In the new Internet economy, companies are changing the way they operate by reengineering business processes to drive revenues, increase customer satisfaction and improve overall company productivity.
As more and more businesses are coming to realise that installing a call centre to reach these goals requires more than technology, more attention is being paid to the human aspect.
Running an effective call centre requires well trained, properly informed individuals equipped to impart knowledge quickly, confidently and accurately. But the challenge that has been facing companies is how to reduce call centre agent training time and increase their productivity while also ensuring that there are always sufficient agents available to deliver a desired level of service.
The answer is simple: take advantage of the newest technologies and capabilities in innovative ways to move your business forward, increase customer satisfaction and improve productivity.
Video-over-networks is the empowerment tool transforming call centres. As large enterprises and organisations start understanding its potential for training and educational purposes, realising the importance of automated distribution and sharing of data, information and applications in real-time, a marked increase in its use is expected.
Companies at the vanguard are using video to educate call centre staff, distribute promotional materials, instructional videos, as well as to send out product, customer and other related information. It is also used as a measure to streamline and improve communications and encourage efficiencies. All this is done without call centre agents leaving their desks, meaning that call centres are always sufficiently staffed.
Video applications are critical not only to a company`s ability to remain competitive, but also to its viability, growth and agility. Through the call centre, it creates dynamic, more satisfying customer experiences, which ultimately improves customer relationships. Reason enough to implement video in call centres.
The shift toward 100Mb network infrastructures and video availability in a browser have made it video implementation technically feasible. The issue currently lies in changing the mindset of operators as to the viability of the technology.
Improved video compression rates have enabled effective video communication over IP at lower bandwidth rates, making the use of video applications easier and cheaper. From a technical point of view the timing is perfect - the key issue as always is customer readiness to embrace the technology.
Without question, the use of video in call centres will change the way businesses train agents. After all, innovation, superior customer service and integrated communication in the call centre is crucial in sustaining a competitive advantage.
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Graphic Image Technologies is a media focused company operating in the Digital Video, advanced Web and Multimedia environment.
The GIT Multimedia Bureau produces presentations, CD-ROMs and kiosks. In addition, it develops Web applications and provides database and e-commerce integration.
In the video arena, GIT is focused on offering a vast array of solutions, ranging from broadcasting video over satellite and ATM, to multicast applications for use in the corporate LAN and WAN and Internet streaming environments.
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