Business representatives of various lines of activity, specialized structures for providing telecommunications with customers, freelancers, sales managers, etc. carry out communication with potential and existing customers using calls (incoming and outgoing) via city telephone lines, communication channels of interregional operators, calls (incoming and outgoing) and messages (SMS, MMS) of mobile providers, calls (incoming and outgoing) and messages on chats and IP telephony applications using communication channels of Internet providers. In general, such communications with clients have already become traditional; today they are offered by an advanced business center and corporate / outsourcing and voice contacts over the phone, web chats and IP-telephony applications, some structures often began to refer to full-fledged verbal contacts, similar to tete-a-tete contacts in retail outlets (or at objects) when concluding sales transactions.
At the same time, and this is indisputable for any experienced professional manager, not a single contact on the phone, mobile device, voice chat, and even more so through 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 - facial expressions, facial expressions in particular and appearance, behavior in general. Therefore, modern call / contact centers with currently progressive software and hardware have today introduced a video call service as the most effective tool for influencing a client, and some outsourcing contact centers in the country have already expanded the possibilities of video call communication to the format of video conferencing.
Outsourcing uses the communication format of voice contact with the image (video call):
- in Help desk / Servis desk service support projects, the most effective for positive resolving customer problems today are video conferencing formats in which the client can simultaneously (in several windows on the PC monitor screen, mobile terminal) keep in touch with the operator and one / several company representatives . The effectiveness of video conferencing is also due to objective factors, because the profile specialist of the company will more extensively and professionally give an answer to the question that interests the client, and the subjective psychological influence on the client, who sees in reality the increased attention of the company to his problem and the indicative level of business service;
- as one of the most advanced hotline formats for receiving / processing orders;
- in telemarketing projects, including incoming and outgoing, where the call center operator can influence the customer’s positive decision to purchase a product / service with their appearance, facial expression, facial expressions;
- 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 client niches that are of interest to business.