Video-Enabled Bank Contact Center
Traditional contact center interaction channels do not allow the level of personal interaction that more complex or emotionally driven tasks require. With video banking, agents can deal much more effectively with unhappy or angry customers. They can encourage customers to go beyond the original reason they called, increasing the contact center’s ability to generate revenue.
Improved management of customers’ emotions
In a human interaction, body language account for 55% of the overall message.
Higher customer satisfaction
NPS is 1.7x compared to standard voice service at IndusInd Bank.
More effective interactions
AHT reduced by 23% at Barclays, 50% more cases solved in the first call at IndusInd Bank.
Reduced agent churn
Greater contact center agent satisfaction as roles becomes more rewarding create employee loyalty to the organization.