Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

EXECUTIVE MEMBER
Ikhwal Sidiq
Assistant Manager Trade and Remittance Services
408
MEMBER
R. Aju Eko Suprati
Ketua Subkelompok Program dan Anggaran
0
MEMBER
Firas Kurdi
Customer Service Director
0
MEMBER
Selin İcer
Quality - Training & Academy Director
13
MEMBER
Thamer Noori
Director of Industrial Security and Safety Dept.
13

I See You: Staging Better CX, Using Video - Hinduja Global Solutions Ltd. - ContactCenterWorld.com Blog

I See You: Staging Better CX, Using Video

By Mandeep Singh Kwatra, HGS Vice President, Solutions and Capabilities

HGS recently released a white paper on this year’s top 10 trends in customer service. Over the course of the year, we’ll dedicate a blog post to each of these CX game changers. Here, we dissect CX Trend No.3: Smartphone Video Camera Support Is a Gamechanger, highlighting strategies designed to drive the right answer, fast, for your customers—to ultimately result in a higher CSAT and NPS score for your business.

Fade In, Customer Experience Scene One, 1998:

Agent: “Can you look behind that detector box for me?”

Customer: “I see a lot of cables.”

Agent: “Do you see a black cable?”

Customer (increasingly losing patience): “Yes, I actually see four black cables.”

Agent (trying to help, but feeling a bit lost): “Do you see one that is flat?”

Customer: (loud sigh) “No, the cables are all round.”

Cut to Narrator: Most of us have been on the customer end of these frustrating half-hour conversations—trying to explain a problem to the agent who is empowered with the answer and wants to help, but unfortunately has no clear visual representation of the problem. Happily, these days are long gone.

Today, with smartphone video camera support, 3-4 minutes of triage can be accomplished in seconds. By texting customers a simple link, brands can now activate the video camera on a customer’s mobile device to see what they are looking at. It’s that simple. Smartphone video camera support, in combination with messaging or voice support, can accelerate time-to-resolution while boosting customer satisfaction.

If customers are uncomfortable leveraging video, the alternative option is to send a simple picture via SMS so that companies are able to get a better view and understanding of a product issue and communicate more effectively with customers—for example, annotating photos to indicate product issues. This results in key efficiencies for the client—such as better loss reduction as a result of more troubleshooting accuracy and equipment replacement. Real outcomes are cost-containment, better average handle time (AHT), lower product return rates, and improved CSAT.

Customer breaks in (with reminder of who is always right): Sounds great for the business, but what’s the net gain for me?

Narrator: Yes, this video support is focused on you and seeing the brand experience through your eyes. Perhaps no new innovation is better equipped—or applied—to do just this. With mobile cam support, the future of CX is here. According to recent research, the use of video- and visual-based technology will be increasingly favored over BPO traditional and nonvisual digital channels.

HGS has been an early adopter of this solution. According to our own internal research, issue resolution for our mobile cam calls shows a dramatic 76% success rate, with customers sharing images at 78% frequency. Brand education of the channel’s features doubles acceptance rate, with a three-month tracking showing a customer channel use growth from 15% to 33%. Additionally, research indicates that call reasons offer significant upsell—with Damaged/Broken Parts calls coming in at 21% and Part/Product Purchase playing a 12% role in call reasons.

With tremendous upsell potential and high issue resolution, for one HGS client, our mobile cam support drove reduction in handle time and an increase in order accuracy by 30%. The solution innovation enabled more identification of upsell opportunity, for a 9% improvement in revenue, over prior year. But we like to let our customers speak for themselves.

HGS customer: “I can testify to the success of this solution. With my customer service issue, your agent perfectly diagnosed the problem. And that is surprising, as it was so hard to even describe the product issue on the phone. With the mobile cam solution, I was able to transfer photos of the problem to the agent, so together we could visualize the issue and walk through the fix. The HGS agent then let me know he could display the part on the website and order it for me. This agent really did a great job, and now I’m better prepared if I ever need help with something like this again.”

So now let’s try Scene One, again, this time with video support:

Scene Two

Agent: “See that gray-colored detector box next to your coffee up?” Customer: “This?”

Agent : “Yes, make sure the furthest right black cable is tightly connected. It looks loose.”

Customer: “This one?”

Agent: “No, the one to your right. Yes, that’s it. Just tighten it and check your screen.”

Customer: Sigh of relief “Connection is back. Thank you.”

Fade Out

Looking ahead, look to our next generation of customers to lead the demand for this reduced customer effort and optimized service. There are strong catalysts for these adoptions of visual- and video-based services—primarily, the technological advancements and social acceptance driven by millennials and Gen Y.

Source: https://www.teamhgs.com/blog/see-staging-better-cx-using-video/

Publish Date: June 20, 2018


2024 Buyers Guide Recruitment Products/Services

 
1.) 
MainTrax

HireTrax
HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.

2.) 
Vads

VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.

3.) 
SalesMatch Ltd

Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
stress
- Reduces Recruitment Costs - By early identification of the right candidates

Putting the right person in the job role has become the key focus in the drive...
(read more)

4.) 
TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
 



View more from Hinduja Global Solutions Ltd.

Recent Blog Posts:
I See You: Staging Better CX, Using VideoJune 20, 2018
3 Ways Social Media Can Make (or Break) Your CXJune 12, 2018
How to Automate Enterprises for Cost Takeout and Enhanced CXJune 6, 2018

About us - in 60 seconds!

Join Our Team

Industry Champion Award Leaderboard

Most active award (top 10) entrants in the past 48 hours! - Vote for Others / About Program
Submit Event

Upcoming Events

The 19th AMERICAS Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 31734 
Showing 1 - 1 of 3 items

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =