“Communication is the key for any global business.” This statement by Anita Roddick goes well with the call center industry.
Earlier, call centers used the old traditional way to communicate with the telephone systems. But, the technology has evolved in such a way that it is said that the traditional call centers are now old-fashioned. All because of the one technology, that is, WebRTC.
What is WebRTC?
Web Real-Time Communication (WebRTC) is a system that allows Real-Time communication using the Internet Browsers. This system is used for audio as well as video communication through applications. Hence, WebRTC is considered to be the most effective and customer-centric system for offering high-quality web communication.
Now, let’s understand how WebRTC proves to be the face-changing technology for the call center industry.
1. Cost Efficiency at its Best
Like we said earlier, WebRTC communicates through the Internet browsers. So, now you don’t need any hardware. This completely vanishes the telephones and desktop phones. Hence, you can save a lot on hardware investments, making WebRTC the most cost-effective platform for your call center.
2. WebRTC is Simple & Easy to Use
Now, that you know that WebRTC does not require any hardware, its usage becomes quite easy. When it is installed on a system, a web browser becomes the full-featured communication system eliminating the barriers of the hardware. As and when there are new updates available for the application, it is directly reflected in the web application. This makes your application up-to-date whenever it is in use. Hence, it is quite simple and easy to use.
TIP: Ensure you have flash plugins installed before using WebRTC applications. If not, check out the list of browsers to be used by this web application.
3. It Offers Exclusive Communication Features
WebRTC itself comes with various features and when the call center control within the WebRTC becomes the center point of the application, it increases the list of features within the application. Call controls help the enterprises connect exclusively.
Also, with the help of call controls of the WebRTC, it becomes easy to setup the configuration of mobile devices and video support, call control allotment to the other agents, executing calling buttons, etc.
4. Highest Agent Satisfaction
The success of the call centers is calculated on the satisfaction ratio of the customers. This directly influences the happiness of the employees. And, with the advanced features of the WebRTC, calling through web browsers eliminates the headache of calling through physical phones.
Hence, WebRTC speeds up the process easily and efficiently, which improves the morale of the employees. When employees are happy, their work productivity improves making the agent highly satisfied.
5. Complete Automation is Involved
In WebRTC, call routing is completely an automated process since the application is configured on the agent’s desktop. Whenever a user agent makes a call request, the call is routed through the appropriate contact center software.
Once this is done, the security measures are taken into account using a data channel within the call center. Here, a system fires a security question to ensure the security of the calls made. And, finally, that data channel is used to divert the customer to the exact location where their queries would be resolved.
With the invention of user-friendly WebRTC, the call centers can save a lot of money, time and human efforts without compromising on the quality of their customized services.
Hodusoft, a leading business VOIP solutions provider, has developed a user-friendly contact center software that can save your huge investments.