Archive for the ‘Business’ Category

5 Tips for Cross-Selling and Strengthening Your Position With Your Customers

Posted on: July 3rd, 2020 by istvanmasa No Comments

It’s always challenging to find new clients and raise sales as an organization. Therefore, you need to build on any potential partnerships and new sales. One of the easiest ways to do it is by cross-selling. If done correctly, cross-sales will add value to your established client relationships, help your branding efforts, and increase revenue.

Here’s what cross-selling is and why you should care, along with five tips to get you started.

What is cross-selling? 

Cross-selling is the practice of selling another product or service to your client, in order to maximize the value of the transaction, both from the client and the seller’s side. Cross-selling often gets confused with upselling. In opposition to cross-selling, upselling is a process that adds to the functionality of a product. Cross-selling can be seen as a horizontal process and upselling as a linear one. Imagine, for example, being in a fast-food restaurant. Upselling is when the cashier asks if you want an extra-large cheeseburger instead of a normal one. Cross-selling is when she asks you if you want fries with your burger.

Cross-selling can help you bring out the maximum in all your client relationships. Here are some of the most common methods for effective cross-selling.

1. Offer extra services

The first step in cross-selling is simply offering extra services to clients. While this may seem obvious, it is important to take a strategic approach. Aim to sell something that might be relevant to the product or service that the client is already purchasing. For example, if you are selling razors, you might want to sell a shaving cream. In the context of software, this can mean tools that complement the functionality of your software.

2. Think ahead of your clients

Think one step ahead of your clients and curate potential offer packages that are relevant to them. You can easily do this by backtracking your previous client interactions. By understanding the specific consumer behaviors of your clients, you can deduce patterns in their purchasing behaviors. Based on data-driven suggestions, it is more likely that you can make offers that are especially relevant to them.  For example, omnichannel solutions enable you to backtrack previous client interactions on all your used communication channels, enabling agents and employees to interact with clients while fully understanding their specific needs and preferences.

3. Pitch promotions!

If your company is having a special offer at the time of communicating with your clients, it is also a perfect time for cross-selling. The strategy of bringing your client’s attention to ongoing, special promotions is less intrusive than directly approaching them with it, without any previous context. Therefore, clients won’t feel overwhelmed by your communications. A good example of a promotion pitch is offering an additional service or product with a discount in the context of black Friday.

4. Educate

Many clients might not fully understand the full value of a service or product that they are not yet using. Try to inform your clients about the benefits of services that might complement their already existing product or subscription. This will also help your branding efforts, as it enables you to show your expertise within your industry.

5. Match services with client goals

Although it’s important to try and maximize your client interactions, it is important to always keep quality customer care in mind. Just because you offer a product or service that would be complementary to the one that your client is already using, does not necessarily mean that your client needs it or is interested in it. Aim to establish a personal relationship with your customers and try to understand their personal or business goals. This way, you can relate to them, making sure that you are delivering a personal service, specially catered to them. While this might seem counterintuitive, such an approach will guarantee long term trust and loyalty to your brand.

Cross-selling is an important definition to keep in mind when aiming to strengthen your relationship with customers. By cross-selling, you are able to bring out the maximum in your client interactions. However, as with everything, a strategic approach to cross-selling is key. 

Make sure to offer extra services or products that are relevant to your clients, think ahead of them, by curating services or product packages based on their needs, make sure to pitch promotions, and educate your clients about your products and services. Last but definitely not least, make sure to match your cross-selling aims with the goals of your clients. The combination of these elements will not only help you increase sales, but also help your branding efforts and strengthen your relationship with your customers.

The Business Advantages of Remote Call Centers

Posted on: July 3rd, 2020 by dorarapcsak No Comments

Remote call centers are increasingly becoming a norm, partly due to the times of uncertainty caused by COVID-19 and also as businesses are more and more recognizing its benefits for the business.

Let’s take a closer look at the business advantages of a remote call center!

Cost reduction

Perhaps one of the most important business advantages of remote call centers is that they are cost-effective.

Renting an office space and purchasing all the necessary office and IT facilities are extremely expensive. By utilizing remote call centers, however, you can significantly reduce costs related to office space and IT infrastructure. Also, additional costs, such as transport, employee catering, and utility costs can be avoided.

Furthermore, in every call center, there are peak times when customer calls suddenly skyrocket. During these peak periods, a remote call center can easily scale up by adding part-time remote agents. And as part-time home-based agents receive reduced benefit packages and vacation time, again, additional cost savings can be made.

Last but not least, did you also realize that agents too can make savings by working from home? As gas prices and the cost of public transportation rise, traveling to and from work is getting more and more expensive. A remote call center allows agents to save on these expenses.

Employee Retention

As the numbers suggest, running a remote call center will also help you retain your workforce.

According to a survey conducted in 2019, remote workforce is getting more and more popular with 66% of companies allowing remote work and 16% being fully remote.

The survey also explains that 85% of remote workers say it was their own decision to work remotely, mainly in order to be able to make their own hours and live a more carefree life. 

Considering that these days flexibility is high on the list of employees’ priority, these results are not surprising at all. Most of employees are already used to completing tasks virtually from anywhere, so you can be sure that they will appreciate if you offer them the opportunity to work from home.

Remote work also allows agents to save some time as they don’t need to commute. It’s no surprise then that only 20% of those who work from the comfort of their own home would rather go back to working in a company office.

Attracting Talent

Employees these days are more focused on individuality, and like their career to reflect this. In fact, the new generations, especially Gen Z, increasingly reject traditional working hierarchies and expect to be offered the possibility of remote work.

In fact, remote work is now often one of the top priorities for job seekers when choosing a job. According to 2019 Zapier Remote Work Report, 57% of candidates say remote work is one of their most preferred perks to be offered by an employer. Furthermore, 68% of Millennials said remote work would greatly increase their interest in specific jobs, making remote work a great perk for companies to attract talent.

Attracted by relatively high salaries and flexible working hours, many of the younger generations will start their careers in a call center, so it’s definitely worth thinking about switching to a remote call center.

Are remote call centers the future?

What will the future bring to the home-based workforce model? The numbers suggest remote work is actually the future of work.

Two-thirds of knowledge workers think the office will disappear by 2030. 71% of Millennials think the traditional office will be replaced with most positions done remotely (source: Zapier).

According to workers, the end of the office is near. And while we certainly do not know what the future will bring, one thing is sure: most employees prefer to be offered the possibility of working remotely.

Why is a Script Editor a Useful Tool For Contact Center Agents

Posted on: June 19th, 2020 by Roland Háry No Comments

Poor client outreach and support can make or break your business. Whether your company deals with outbound calls or customer support, having the right communication is key. Key elements of an effective communication strategy are having reliable and effective agents and the right technology in place. An effective way to help your agents and ensure that your clients’ needs are satisfied is having a script editing software in place. The script editor enables your agents to communicate with your clients in the most effective way possible, by preparing them for each conversation based on the specific business needs of your company.

Script editors allow you to create customizable call scripts that you can tailor to the specifics of your client interactions. This enables agents to follow customized scripts during conversations, depending on the type of call that they are handling and on the client that they are speaking to.

Still not sure? Here’s how script editors help your day to day contact center interactions:

1. Unification

The most obvious aspect that script editors bring to the table is the option of unification. With the help of script editors, you can unify the way that your agents handle inbound or outbound calls, depending on your business needs. This helps solve the problem of agents going off script, guaranteeing that your customer interactions are handled in a manner that best suits your business and that your customer service standards are up to your company’s standards. This can be especially helpful, when you have new, untrained agents, who still need to get the hang of customer communications or learn the specifics of your product or brand.

2. Dynamic response

Next to unification, you also don’t want your agents to sound like they are reading a programmed script. With a script editor, this should not be a problem. Script editors enable you to adjust the script of an agent, based on the responses of the customers that they are speaking to. This way, you can avoid agents sounding robotic or inexperienced. The dynamic response function of script editors can be especially helpful when dealing with unexpected or hard to manage situations, such as an angry customer.

3. Customization

Whether you are dealing with inbound or outbound calls, the customization function of script editors can help you in either process. Using the data that you already have with a client, script editors allow dynamic responses based on the client’s previous history.

If you are dealing with outbound calls and have a sales operation, customization can be especially useful. Your client has a history of buying razors and shaving foam but cancelled his subscription? Why not offer him beard care products! This function will help you agents increase sales as well as efficiency, as they will not spend time offering products or services to clients who might be uninterested. With the right data in place, your agents will know who they are talking to and what your company can offer to them. Additionally, the customization function can also help your inbound calls, as the agent will know the state of the client, with regards to previous issues or handled requests and follow the script accordingly. No need to reiterate previous conversations and ask questions that have already been asked!

The customization feature of script editors can also help more experienced agents have a sense of accomplishment, as it can be an extremely useful tool in helping them provide a seamless customer service, whether its sales or customer support.

While it might seem like an obvious investment for any business managing contact center operations, many still don’t have a dynamic script editor in place. Smooth client interactions are beneficial, not just for your branding efforts, but also with direct sales! With features, such as unification, dynamic response, and customization, you can make sure that your agents will be able to handle customer communications, regardless of what business sector you are in!

Business Contingency Plan For Call Centers: Building Different Scenarios and preparing for uncertainty

Posted on: June 12th, 2020 by Péter Málhai No Comments

There are bound to be uncertainties in the life of any organization. Indeed, recent mobility restrictions and government lockdowns have forced businesses to reevaluate a large part of their operations. This includes budget planning, employee management, and even elements of their customer journey experience.

The one thing in common with call centers and companies staying afloat in these times of uncertainty is that they all had a contingency plan in place. A contingency plan is a course of action on the part of an organization, created or devised for unexpected scenarios with the aim of helping the company maintain its operations.

Preparation is essential for the continued progress of any contact center or business. This is true whether you are a contact center with a suddenly immobile workforce, or a company facing a data breach. Having a contingency plan is important not only for the protection of the company but also for maintaining stability for employees and clients relying on your services.

Here are a few essential steps that should be part of your contingency planning, in order to help your contact center and business stay afloat in times of uncertainty.

Have a contingency team

Any plan is only as effective as the people executing it. Establish the right team for devising and managing your company’s contingency plan. You should have a group of people with a variety of skills, both technical and managerial. Make sure that your designated team is able to communicate their devised plan of action to the rest of your company.

Pay special attention to the nuts and bolts of your operations: your contact center agents! Make sure they know their roles when facing certain unexpected scenarios. This way, your entire company will be briefed on the situation and will understand how and why they need to implement your company-wide contingency plan.

Location and travel

The most important step in the case of unexpected circumstances is deciding where to continue holding your operations. Do you need to relocate? Has travel become difficult for your employees or completely impossible? Depending on the situation, you might have to create fully remote operations. Additionally, business travel plans might have to be reevaluated, canceled, or rescheduled. Due to recent mobility restrictions, most companies had to transition to fully remote operations in order to keep their businesses going. Have a plan for a remote work infrastructure in place, in order to be able to execute it as soon as you are confronted with government shutdowns. This might seem like a difficult task, especially in the case of contact centers. However, with the right technology in place, this should not be too much of a headache. As we have previously written, remote contact centers can be just as or even more efficient than on-premise systems. VCC Live software can help you establish a secure, safe, and efficient remote operation.

Identify points of operational failure

Identify the team members and roles that are essential for the upkeep of your operations. Make sure that these employees have the infrastructure supplied to them in order to be able to do their jobs in a secure manner. In case you have to go fully remote, this might mean having the right data security in place for both your contact center agents and your IT administrators. If you have to build a remote infrastructure, make sure that the providers you are using are secure in terms of their data management and fully GDPR compliant. 

VCC Live has been working hard over the past years to make our company 100% GDPR compliant. We are also proud holders of the ISO27001 certificate that proves the highest levels of information and data security within an organization and in its processes, matching GDPR requirements introduced in 2018. We also hold the ISO22301 certificate that guarantees sustainable business management practices.

However, the certificate that really marks out VCC Live from many other contact center software providers, is the PCI DSS certificate that applies to any organization that accepts credit and debit card payments. We are proud to say that this year was the fourth year that we were able to fulfill the criteria required to be awarded the certificate again.


Make sure to communicate any changes or updates to your team. During times of uncertainty, your employees will be seeking reassurance from managers, team leaders, and from the top of the organization. Be consistent and accurate when you communicate any changes or updates to your organizational policies and operations. This will help keep a level headed workforce, keeping them on task and motivated! At VCC Live, communications are handled by multiple features, such as ad-hoc news and popups giving urgent messages to employees. Additionally, VCC Live has the option of enabling mandatory newsreels upon the user’s entry.

Test your plan and prepare your employees

No matter how good your business’s contingency planning and your remote contact center infrastructure is, you need to implement regular emergency drills to test your contingency plan. This can help you practice scenarios, allowing you to test what works best and what needs to improve. In the event of a crisis, your agents and employees will know how to react, maintaining their own and others’ safety, minimizing downtime for your calls, and keeping your customers happy.

Recent unexpected mobility restrictions and government shutdowns have made most businesses realize the importance of contingency planning. Regardless of what sector your business is in, make sure that the fundamental parts of your operations are capable of staying afloat even in times of crisis. If you are dealing with customer contact, this means having the right planning and technology in place for the upkeep of your contact center.  In the case of any business, the most important is that your clients feel that they can trust your operations and that they can reach out to you even during uncertain times.

Designate a contingency team and make a plan for how you would solve travel and location, identify points of operational failure, evaluate your supply chain, make sure to establish direct communication with your team, and always test your plan. Remember, practice makes perfect!

What is a PCI DSS Certification And Why is it Needed for Payments over the Phone?

Posted on: May 22nd, 2020 by Elemér Erdősi No Comments

In an age of ever-increasing customer demands, customers expect to be able to pay anywhere, at any time, and as quickly as possible. As such, the idea of instant payments using mobile phones and web interfaces has been quickly embraced, with the latest technologies offering the possibility of paying in real-time during a phone call. 

When it comes to paying online, data security is always a major concern – for both companies and customers. As such, in order to keep customer data safe, any business that handles, processes, stores or transmits credit card data needs to acquire a PCI DSS certification.

But what is a PCI DSS certification? And why is it needed for companies offering real-time payments over the phone? Find the answers below in my article!  

What is PCI DSS?

PCI DSS is one of the world’s strictest security standards, issued by the five largest credit and debit card issuers in the market (Visa, MasterCard, American Express, Discover and JCB). The regulation requires businesses to comply with 12 general data security requirements. The general requirements apply to all businesses, while there are over 200 sub-requirements, depending on your business which of them are applicable to you.

The PCI DSS certificate applies to any organization that accepts credit and debit card payments. As VCC Live offers VCC Pay, a real-time payment over the phone technology, the company is PCI DSS compliant, which is the ultimate proof of our success to keep our business data safe and secure.

Depending on a business’s PCI merchant level, you might be required to perform an audit. For example, VCC Live is required to pass an annual PCI DSS audit. We are proud that this year saw our certificate renewed for the fourth time.

Failing to comply with the regulation is not a good idea. In fact, if your business handles online transaction without being PCI DSS compliant, you might face not only the potential security risks, but also heavy penalties, such as monthly fines up to $100,000.

PCI DSS certification and payments over the phone

While real-time payment technology has been around for a while, initiating payments in real-time during a phone call is still a unique solution, available at only a few companies in the world. And a particular reason for that is that, to be able to initiate real-time payments during phone calls, again, your company or the outsourced call center you rely on will need to be in possession of the PCI DSS certificate

However, complying with the PCI DSS regulation is a costly and lengthy process requiring a thorough preparation. Alternatively, it might be easier for your business to choose a solution that is PCI DSS compliant, such as VCC Live. In this case, the system you use already ensures PCI DSS compliance, guaranteeing that your customer data is safe and secure at all times. 

Currently, businesses using VCC Live can leverage two methods to initiate real-time payments during a phone call:

Payments over the phone via IVR

The first option is paying via an IVR system, which has both its pros and cons: in terms of the pros, a great number of customers now prefer the solution provided by an IVR system, solving their own problems without interacting with a live agent. On the other hand, IVR systems are not particularly popular with customers because of potentially long on-hold times and often overcomplicated menu options.

Also, IVR often isn’t comprehensive enough on its own, with live assistance still ending up being needed. Even worse, many IVR solutions have no option for a human resource that can help customers out if they get stuck during the payment process. VCC Live®’s VCC Live Pay, however, provides the option for transferring customers to a live agent if requested and handles the payment with agent assistance. A lot more user-friendly, right?

Real-time payments with agent assistance

Allowing customers to pay during a phone call with agent assistance is still a very unique and innovative technology, with only a few businesses around the world providing such a solution. VCC Live® is proud to be one of those few companies.

However, as we all know, exposing customers’ data to a live agent can potentially bring significant security risks. To address this issue, as part of the PCI DSS certification’s requirements, solutions such as VCC Live Pay make use of mobile phone touchpads’ DTMF technology.

Dual-tone multi-frequency signaling (DTMFs) technology allows telco companies to know what number is being pressed when a customer presses the buttons on their telephone. Each number generates a distinct tone, which is sent as a signal to a switching system that translates it back to the original number.

One major principle of the PCI DSS certification is keeping customer card data secure at all times, meaning it needs to be masked even for the contact center operators handling the call. So, when paying in real-time during a phone call with agent assistance, customers enter the digits of their credit cards on their phone keypads, with agents being completely unable to see card data in any way.

As a result, the payment process is not only easy but also fully safe and secure, as no time do agents have access to customers’ card data while a customer is entering credit card details, etc.

Without a doubt, customer service is a tricky business. Handling a great number of customers, data security is always a major concern. Acquiring a PCI DSS certificate or using a service provider such as VCC Live that is already PCI DSS compliant, will allow you to ensure customer data is safe and secure in all online transactions. 

The Benefits of Working for a Medium-Sized Tech Company

Posted on: May 13th, 2020 by Dorottya Márton No Comments

Searching for the perfect job can be a challenging task and a numbers game. You need to get familiar with a number of employers and broaden your network before you make a commitment.

While a lot of job seekers focus their initial efforts on large companies, this trend does not seem to be the same when it comes to tech professionals. According to a large-scale survey conducted by, although medium-sized tech companies hire the least number of workers, positions offered by them seem to be the most contested in the tech field. Medium-sized tech companies are preferred by 44% of tech workers, as opposed to large companies (28%) and small companies (22%).

Why do such an overwhelming majority of tech professionals prefer working at a medium-sized tech company? Here are the top perks to consider.

Work-Life Balance

Medium-sized tech companies have more flexibility when it comes to maintaining a healthy work-life balance. An increasing number of companies are realizing that guaranteeing the wellbeing of their employees simply improves their company’s business aims, by making its workers more productive, enthusiastic, and innovative.

This is especially true in medium-sized tech companies. Having leverage to make flexible HR decisions and creating space to listen to their individual workers’ needs is easier to do in a company with less bureaucratic structure than a large corporation.

Additionally, achieving a healthy work structure is easier to do at a medium-sized tech company as opposed to small startups. In medium-sized tech companies, where business practices are in place and established, the continuity of the company does not rely on the work of a single employee.

A Flexible Schedule

In addition to providing a healthy work-life balance, medium-sized tech companies allow alternatives to 9-5 work structures, such as flextime, remote work, and job sharing. Most large company structures don’t allow this, while small companies often have the opposite effect. Work in small startups can be often chaotic and overwhelming, as the company relies on all of its workers, and is still in the process of establishing solid business processes. survey found that both women and men in the tech industry choose to work at medium-sized companies expecting a healthy work-life balance and flexibility.


Perhaps one of the more important things to consider when making your decision is the issue of stability, especially in recent, uncertain economic times.

Medium-sized tech companies have a tendency to carve out a niche for themselves within their specific industry and usually become reliable, stable players in that field. When thinking about long term job security, this is a better bet, than a potentially unstable startup still flexing its wings in the industry.

Additionally, large companies can often face mature market stagnation and in times of economic downturn, regulatory restraints. Without continuous development, companies have to cut costs, and in the case of large corporations, this usually starts with large scale layoffs. 

Experience and Development

It is also worth considering what a company can do for you in terms of career development. Working at large corporations can often restrict you in many aspects of your development.

Often, specific abilities gained while working at large corporations can only be used in similar companies in the same sector. This can be a problem when companies of a specific sector are facing layoffs. Large companies of the same industry often have similar patterns. If IBM is having hiring issues, so will Cisco.

In contrast, a medium company allows you to develop your skills and expertise in a variety of fields relating to your industry. This enables you to gain experience and insight beyond your role, enhancing your resume and skill set. 


Another element to consider is the question of whether your work can have a measurable impact. Given that work at medium-sized tech companies is less specialized, employees can actually contribute to innovation and business development with their own ideas and initiatives. Wearing several hats enables you to engage with multiple facets of the company operations and have deeper insight. Additionally, it is easier to interact with leaders and decision-makers. Due to visibility, it might also be easier to advance your career in such an environment.

A Community

Having direct insight into the company and being able to get involved with its decision-makers and various levels of staff also translates at a personal level. It is common for medium-sized tech company staff to form deep bonds and friendships. Additionally, in such a work environment, with like-minded industry professionals, you have an endless opportunity for further collaboration.

Bottom line? The increasing trend of medium-sized tech companies among IT professionals lays in solid foundations. It helps establish a healthy work-life balance and enables the option for a flexible schedule to fit your lifestyle. It makes you visible and creates job security along with opportunities for career and skills development. Additionally, it can help you develop a community of like-minded professionals with whom you can share ideas and collaborate with.

How to Improve Your Call Center Service Level

Posted on: May 5th, 2020 by Richard Michael Blewis No Comments

Call center service level is defined as the percentage of calls answered and abandoned within a predefined amount of time—target time threshold. It can be measured over any period of time and for each agent, group, campaign or the contact center as a whole.

Service level is one of the most important Key Performance Indicators (KPIs) for call centers as it helps measure customer tendencies, call center efficiency and the call center business model, comparing value per interaction, customer retention value and staffing costs.

VCC Live report fields show statistics for all calls: 

  1. Handled calls within SL threshold
  2. Early disconnects – default is 5 seconds
  3. Repeated call count – same customer
  4. Total calls in queue
  5. Calls answered within threshold
  6. Calls answered after threshold
  7. IVR disconnects include amount and %
  8. Abandoned within threshold
  9. Abandoned after threshold
  10. IVR interaction and queue averages
  11. Dashboard alerts showing calls in queue exceeding the service level in real time

More information: VCC Live Report Fields

CX Technologies Improving Call Center Service Level

Research suggests that it is traditional for call centers to target the typical service level of answering 80% of calls within 20 seconds. With recent years’ tech advances, however, more and more technologies appear on the market, allowing call centers to improve their service level, efficiency and overall CX.

Intelligent Routing

Leveraging customer data is one important way to improve your Service Level. As callers have a different profile, it is now possible for call centers to segment and prioritize customers based on the data available in their CRM. Based on the callers’ CLI or IVR session, for example, the associated account in the CRM is identified with an established priority level. This priority level considers ever changing criteria such as a contract expiration date, current balance or something else. Intelligent Routing will transfer selected callers to a priority ACD group. The effect is to increase the average value per interaction.

Average Handling Time

AHT (Average Handling Time) combines hold time (queue), talk time and after call time. Each contact centre needs to focus on all 3 elements in order to improve their AHT.

AHT= Total Talk Time + Total Hold Time + After Call Time/ Number of calls made

With modern CX technologies, you can use several techniques, which will help you improve your AHT:

  1. Smooth out call spikes
  2. Integrate CTI with your CRM
  3. Leverage improved call scripting
  4. Score agent interactions
  5. Send the customer to the most appropriate agent (a skilled-based agent or a priority agent that is more prepared in handling escalated issues)
  6. Limit after work time by applying hard limits and a soft limit alert


In telephony we often refer to peak hour traffic, those 5 hours during the day that account for the majority of the traffic. These peaks, however, are not constant but rather have an element of being stochastic, a random peak or in some situations, a non-random peak event.

You can use erlang formulas to predict resources required (telephony and staff) to handle peak hour traffic but these calculations do not consider recent CX technologies, as mentioned previously in this article. The Erlang measurement also treat all customers and their handling equal even though CTI is more dynamic.

An interesting customer tendency shows that up to 75% of callers would prefer a callback rather than waiting in a queue for an unknown duration. Also, leveraging callback technology is beneficial for your call center as well: when you keep a caller in the queue a channel is occupied for the entire time. It’s often a toll-free 800 number billed at a premium per-minute rate.

However, by offering a callback to customers, you can free up your channels while also reducing your queue time by spreading out your call traffic and having your CSR more prepared for the upcoming interaction.

More information here: Erlang Formulas

Proactive Initiatives

In a callback interaction the customers are often advised to wait let’s say 24 hours for an update. To avoid jamming your call center with follow up calls, being proactive over different channels can reduce your inbound traffic.

If the ticket status has not changed or in fact if it has changed, isn’t it preferred to be proactive and to update the customer before they call in? Some channels that can be used for proactive initiatives are SMS, e-mail, outbound IVR and interactive chatbot.

Call Deflection

Routing customers to different channels is a common practice for call center to boost efficiency. Call deflection is one technique of rerouting customer calls to an alternative channel. If it’s done right, call deflection can be an effective way to reduce costs by moving customers to lower cost ‘digital’ channels.

Customers, for instance, often find voice channels frustrating due to long hold times. In such cases, deflect calls and offer customers the possibility to resolve their query via a self-service channel might improve the overall customer experience. Also, deflect inbound callers to an interactive message that updates a ticket status using text to speech can reduce unnecessary agent interactions.

Finding that balance between a better CX and less operating costs can be achieved by making your call center service level more efficient by evaluating tendencies and implementing a better call flow, supported by technology initiatives.

How to Use Video For Quick Customer Identification

Posted on: April 14th, 2020 by Dan Deschidar No Comments

As the need for remote services is increasing, so is the need for reliable and stable customer identification. While there are a host of tools out there to help you do this, recently, video has become an increasing trend in this respect. 

Using video for customer identification is increasingly recognized as one of the most reliable business security practices, especially when handling sensitive data and online payments. Besides safety, customer authentication through video proves to be a smooth and effective process and is therefore beneficial for both clients, agents, and businesses.

Initially taken up by the financial sector, identifying clients with video ID has become the preferred choice of a host of other companies in a variety of sectors. Besides online payment, video ID technology can help you with contract activation, cancellations, and upgrades.

Still hesitant about implementing video identification for your business? Let us help you make up your mind!

How does it work?

Customer identification is a simple, quick, and highly secure method of remotely verifying customers. It helps prevent identity fraud, speeds up customer service and increases customer satisfaction – and it’s definitely a technology that is here to stay. In short, Video ID is secure, effective and compliant.

How does video identification work on VCC Live Desk? It’s simple:

1, An agent offers a customer the opportunity to be identified via video call

2, The agent sends an SMS with instructions and a link to the video call

3, The customer clicks on the link and the video call begins

4, The customer looks into the camera and holds up an appropriate identification card

5, The agent takes a photo and checks the quality

6, The agent informs the customer if the identification was successful

Be secure!

Man and machine working together can significantly reduce risks, more than man or machine working alone. This is especially true in the case of video ID. VCC Live’s technology is a powerful way to discourage thieves and fraud attempts of any kind, combining both the advances in technology with the oversight of the human eye. This way, you have the best of both worlds: the attention to detail that only technology can provide and the human oversight that is needed in case of unexpected scenarios. 

The process of video identification makes it impossible for third parties to intercept or steal data. Furthermore, video ID helps your company gather data more efficiently. With the combination of GDPR compliant practices, video ID enables the recording and storage of all client interactions for future reference, such as helping a client solve a previously discussed issue or following up on previously established agreements.

Be efficient!

Video ID also increases the efficiency of your internal business processes. Video ID proves to be much faster than having a client send copies of their identity card and having a back and forth correspondence about it. On average, it takes under three minutes to get the process finished. With Video ID, customers will also be relieved, as they can forget trips to the bank, the post office or to a Xerox shop. Besides making your clients happy with shorter processing times, this can also be beneficial for your company, as agents can process more requests in the same amount of time.

Save money!

According to a recent report, the number of consumers who were victims of identity fraud fell to 14.4 million in 2018, down from a record high of 16.7 million in 2017. Identity theft and fraud is not just damaging to your company’s reputation, but also for your finances, as it can be extremely costly. Costs arising from fraud correction and management can cause companies billions each year.

Theft and fraud can lead to issues with creditors, suppliers, and it can also negatively impact cash flow. Besides the direct impact of more efficiently avoiding fraud, the reduced processing time enabled by video customer identification means less time processing a client and therefore, less cost for your operations.


Besides helping build your brand on trust and efficiency, hassle free video customer identification also enables you to comply with legal requirements. Depending on your industry specific regulations, video ID can help with KYC (Know Your Customer) and AML regulations (Anti- Money Laundering). It builds trust in your business and you’ll become widely known for having strict regulations on the identification of your customer. Video ID is widely accepted, so you can make sure you are on the good side of work practices and regulations within your industry.