Contact center: in search of the hidden reserves

"How to me all this to be in time?" - a question which so often very first visits our head at the time of morning awakening. The increasing rate of life does not give the chance to aimlessly spend time. We hurry, we are late and we save minutes. We hate queues and traffic jams which absorb one of our major values - our time. Therefore, instead of personal visit of bank, insurance company, public institution we try to resolve issues far off by phone or the Internet and we readily use services of self-service which offer us the companies. We download templates of statements, we fill online-forms, we use "personal accounts" on the websites of the companies for management of the accounts, purchases and requests, and even then when to make it, without having experience, very not easy.

For this reason many companies offer us the online help in a type of a window on the website with the image of the friendly consultant and the offer to ask it a question in the mode of a text chat. Only it often happens insufficiently. If the consultant could prompt also by voice and show visually … that virtual service could replace fully personal acceptance of visitors in the front office.

How to lift customer relations to new level, using already implemented resources: contact center and website

The idea of visualization of customer service of contact center appeared relatively recently. Today there were also software tools using which it is possible to integrate the website and contact center into the single unit of virtual customer service which services clients will be able to use as at traditional phone call in call center, and having begun with independent navigation on the website.

1. Joint filling of documents

Let's review a simple example: You visited the website of the organization, found the document necessary for you electronically, downloaded it on the hard drive of the computer, opened and … understood that without "the pilot conductor" to you not to make the way through a thicket of special terms and intricate formulations. Then you call in call center, and the operator instead of the general indistinct answers suggests you to fill out the document together with you: You together look at the document, the operator shows what sections and as it is necessary to fill, under your dictation itself enters data in the most difficult fragments of the document. Conveniently? Of course, especially as on the end of consultation the operator will be able to report you the ready document for saving to disk and completion of filling.

When can services in joint virtual filling of documents be useful?

• To banking organizations at execution of requests for release of the bank card, issuance of credit, etc.
• To insurance companies when filling insurance applications, payment of damage and so forth.
• To the government and municipal institutions at execution by citizens of questionnaires and statements (on obtaining the passport or permission on conducting business activity, at registration of the car, etc.), by preparation of tax reports and declarations.

2. Consultations on use of the client software

Other example is connected directly about use of Internet services of self-service and the software. Let's assume, you logged into the system of Internet banking to pay utility payments from the card, but cannot understand into what field to enter the current meter reading of the electric power. Near a payment method the button of the order of online consultation is highlighted. You click it, enter the phone number and a subject of consultation (for example, "Payment of utility bills"), and then receive a call from the call center operator who already opened at himself a session of Internet banking and is ready to show the necessary field, broadcasting you content from the monitor.

The visual help in training in use of a specialized software and also when rendering technical support is useful:

• To the bank structures offering to individuals to manage the accounts and to make cashless payments by means of Internet banking, and to legal entities – to conduct calculations using a system "Bank Client".
• To investment companies during the work with trading applications.
• To producers of software products when rendering technical support.
• To the service providers of the IP telephony, Internet service providers, cellular operators offering to clients to manage the account in Personal account independently.

3. Visual consultations on use of the website

In spite of the fact that most of owners of the websites are sure that they created the most "friendly" user interface, it is not always simple to visitors to reach the necessary section. Therefore and here the button of the order of visual consultation can help out. The operator who took the order will be able literally "by a hand" to carry out to the required section, having opened at itself in the web browser the website on the same page on which there are you, and reporting to your monitor images from the. In addition the operator will be able:

• prompt and show how to fill out online statements, to teach work with the credit calculator, to help with tour online search, upon purchase of air tickets, at online hotel booking, etc.;
• consult buyers of online store by search of the interesting goods, concerning drawing up the order and carrying out cashless payment, to show how it is possible to keep track of the status of processing of the order and process of delivery of mailings;
• show, how on the website state. services to check presence of tax arrears or open affairs at court ushers how to learn the status of readiness of the international passport how to draw up the invoice for payment, having selected correct details, etc.

4. Consultations on products and services

In addition to considered above there is still a set of questions on which it is very difficult to staff of contact center to give the oral answer capable completely to satisfy needs of the client. Let's give several examples.

• To technical support specialists an opportunity to show the scheme of connection will help to make consultation by significantly more effective, having selected on it the discussed fragment, to transfer the plan of assembly or the operating instruction.
• It will be simpler to staff of contact center of bank structure to transfer to the borrower in electronic form the diagram of its payments or the list of necessary documents, than to dictate this information.
• Call center operators of online store will be able to provide to the potential buyer of the photo of goods instead of the verbal description of its color or a style or to transfer the electronic booklet with the complete list of characteristics, options and operating conditions.

Scopes of visual consultations - are extensive, possibilities of development of this direction – are huge. And, perhaps, visual consultations are that "highlight" which will make the appeal to contact center the most useful, so, attractive to clients, and maximizes efficiency of use of resources of the implemented call center and Internet portal.

• Author Anoshin Alexander
• CallCentreWorld source