…but were too afraid to ask!
We asked our panel to answer your questions about using video in the contact centre.
How do you have to arrange the work space for customer service representatives to deliver the best quality of video chat?
Schuh doesn’t have a separate room for handling video. The agents taking video calls sit right alongside agents taking phone calls or dealing with web chat.
The main thing you need to worry about is keeping an eye on agents wearing colours which may drain the colour from their faces (i.e. white or black). But other than that, using video is quite simple and you don’t need a lot of space to make it happen – Karyn Stevely from Schuh
We have dedicated room with a branded background for our agents, as well as a uniform – Mohamed
How are companies managing compliance and interaction recording on video technologies?
Similarly to phone calls, companies handling sensitive customer data via video chat need to be able to record interactions in order to be PCI compliant.
The technology does exist for such recordings to be made; however, it is best to double-check that your chosen solution is armed with this capability prior to purchase – Nigel Thomas.
What are the main benefits for the consumer in using video chat over web chat?
While web chat is cheaper to operate, partly because of agents being able to handle more than one customer interaction at any given time, there are benefits of offering video chat instead.
For example, video chat allows companies to re-create the in-store experience without forcing their customers to visit the actual branch during standard opening times.
This results in a convenient service for the customer, as they are able to receive the service they expect at a time and place that suits them – Luke Talbot.
How do you go about evaluating quality monitoring?
There is a reporting module that can be attached to the software which enables each engagement to be scored after it has taken place.
These results can be compiled into league tables to highlight anyone performing above or below average. This information can then be used to identify training needs – Nigel.
Do you offer a complaints line over video chat?
Not specifically, although our customers are able to complain via any channel – Karyn.
If you were to offer a complaints line over video chat, I’d expect that it would take a far less aggressive form, as customers will be able to make eye contact with a real person, and not just shout at a disembodied voice – Luke.
Is there a customer satisfaction difference?
We find that customer satisfaction on video chat is far higher than that of any other channel. Video is also still new enough that by using it you are automatically exceeding your customer’s expectations – Karyn.
Do you have to make changes to the way you recruit people in to the contact centre?
Video chat tends to lend itself more to sales than problem solving, and has therefore altered the traditional call centre skill set.
While we don’t recruit our agents any differently at Schuh, we have changed the way we train them to take this skills migration into account – Karyn.
How do you do training and on-boarding for video agents? Can you remotely monitor their video chats?
Managers can listen in and watch a video call in the same way that they can monitor a phone call. During training, we also connect with our agents via another machine to test their video chat skills (i.e. screen navigation and body language) – Karyn.
Do staff tend to feel isolated?
Almost the opposite. Video chat agents sit right next to their fellow agents taking phone calls and emails, and enjoy the social atmosphere as they help our customers – Karyn.
Is video just for resolving technical queries?
Video can be used in just about any industry from retail to banking.
It can also have profound benefits in certain sectors. For example, insurance companies spend a lot of money training their agents to detect if a customer might be lying, and with visual cues this job could be made even easier – Luke.
What is the average handling time for video chat?
We don’t worry about average handling time. Whether it takes 5 minutes or 20 minutes to resolve a query, our priority is always helping our customers – Karyn.
How do you request feedback from the customer?
Once a phone call has ended, customers can be passed through to an IVR in order to record their feedback.
In a similar way, the video-chat customer is presented with a feedback form after the session, usually asking for a simple 1-5 star rating – Luke.
Do you have to train agents on body language?
Definitely! It is very important that you cover all bases when training agents to use video chat, as they have to be able to speak to a customer as though it is a real-life face-to-face conversation – Karyn.
What happens when you put a customer on hold?
When an agent puts a customer on hold, a photo of the agent appears saying I’m away and will be back in a few minutes – Karyn.
You could let your customers watch advertising videos while they are waiting, and this could also help with specific product marketing and branding. Or you could use it as another source of income by advertising non-competitor related products, e.g. events – Keith.
5 Things You Should Know Before Introducing Video
Karyn Stevely explains how to overcome the practical challenges of using video in the contact centre.
1. Your choice of uniform (or lack of) should reflect your brand
Whether or not to create a uniform for your video agents comes down to what is important to your business.
At Schuh we encourage individuality, as we are a young fashion company, and therefore we do not enforce a uniform on video.
Our only requirement is that agents are well-presented when handling video calls, in the same way as they’d be expected to appear if they worked in a retail shop.
If, however, you are running a more corporate company, you may like to have your team suited up and branded.
2. White clothing will drain the colour from your agents’ faces
You need to think carefully about your choice of colours when designing your agents’ uniforms and the backdrops for your video booths.
This is because certain colours, such as black and white, can drain the colour from the agents’ faces.
Also avoid chequered patterns and stripes, as these can create an odd fuzz on the camera and strain the customer’s eyes when they look at the screen.
3. Noise-reduction headsets can allow agents to sit in the same room
For me it is important that the teams sit together, so at Schuh our video agents sit in the same room as our agents using other channels. Our agents are all equipped with noise-reducing headsets to help make this a reality.
This is especially important for us as our team are multi-skilled and may need to work on the phones too (depending on the time of day).
But you could still place your video team in another room, if you prefer.
4. A back board will help your video booth look more professional
When setting up your video booths, you will need to consider how you are going to shut out any background activity.
One solution is to install back boards with a company logo – which has the added bonus of making your booths look more professional.
(For optimum camera quality, it is recommended the desks are set up with certain requirements – such as the media tower being a specific distance from the back board.)
The alternative is that you create a designated video area, where other agents would not be able to walk into view on a video call.
5. It is important that you teach your agents about body language
Our team went through an extensive training programme before using the video service.
It is especially important that you teach your agents about body language when training them to use video chat, as they have to be able to speak to a customer as though it is a real-life face-to-face conversation.
With thanks to Karyn Stevely, Customer Service Manager at Schuh