We are exploring a video-connection option for members and our call center. What can we legitimately expect in terms of video quality and uptime, and are there any sales skills/strategies for our reps interacting via video that we should be aware of?
David McConney, EVP/General Manager, Credit Union Core Systems, Harland Financial Solutions, Pleasanton, Calif.
Assuming the solution being explored for video-connection in the call center is an easy-to-deploy and easy-to-use solution for both the credit union and its members, the quality of the feed will depend largely on the hardware, the software (operating system, browser, plug-ins, etc.) and the speed of connectivity.
Reps interacting via video should follow the same or similar protocol and procedures as would the frontline staff that meets members face-to-face.
The value of video is that it personalizes contact with a member, whereas via telephone only can lack in that area. People, by nature, tend to relate much better to a person whose body language, and especially whose smile, can be seen.
Therefore, as a frontline employee would be trained, so should a call center rep utilizing video. The reps simply need to be nice, and nice people smile.
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