Video calls and videoconferences in call / contact centers.

Representatives of various businesses, specialized structures to provide telecommunications with customers, freelancers, sales managers, etc. Carry out the commutation with potential and active clients by means of calls (incoming and outgoing) via city telephone lines, communication channels of interregional operators, calls (incoming and outgoing) and messages (SMS, MMS) of cellular providers, calls (incoming and outgoing) and Messages on chats and IP telephony applications using communication channels of Internet providers. In general, such communications with customers have become traditional, they are now offered and advanced business center and corporate / outsourcing call center, and voice contacts over the phone, web chats and IP telephony applications, some structures are often referred to full-fledged verbal contacts, similar to tete- A-tete at the outlets (or at the facilities) when concluding sales transactions.

At the same time, and this is indisputable for any experienced professional manager, not a single contact by phone, mobile device, voice chat, and even more by means of correspondence (messages) is not able to replace a real full verbal contact, when the client can be influenced not only by voice and Intonations of speech, but also visually - the expression of the face, facial expressions in particular and appearance, behavior in general. Therefore, modern call centers with progressive software and hardware today introduced the video call service as the most effective tool for influencing the customer, and some outsourcing contact centers of the country have already expanded the possibilities of video call communication to the videoconferencing format.

Outsourcing contact center uses the format of voice contact with the image (video call):

• In the Help Desk / Servis desk support projects, the video conferencing formats in which the client can simultaneously (in several windows on the screen of a PC monitor, a mobile terminal) communicate with the operator and one / several representatives of the company are the most effective for positively solving customer problems. . The effectiveness of videoconferencing is also conditioned by objective factors, since the specialized specialist of the company is more extended and professionally will answer the question of interest to the client, and subjective psychological influence on the client, who sees the company's heightened attention to its problem and the indicative level of business services;
• As one of the most progressive formats of hotlines when accepting / processing orders;
• In telemarketing projects, including incoming and outgoing ones, where the call center operator can influence his appearance, facial expressions, facial expressions, to the positive decision of the customer about the purchase of the product / service;
• In the development of the consumer market of social media for the most effective impact on the consumer audience on the company's brand pages, in groups and communities of business niches of interest to the business.