The Power of Video Counseling and its Impact on Compliance Recording


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The Power of Video Counseling and its Impact on Compliance Recording





May 31, 2017

By Markus Goebel, Sales Manager, ASC Technologies AG

Contact centers have been steadily expanding their ability to interact with consumers on multiple channels including email, screen activities, chat and social media, but the impact of video counseling represents a sea change in its power to close a deal and win the customer’s loyalty on a long-term basis.

Human nature empowers companies relying on face-to-face contact to make a sale, and this tendency seems to minimize the role of contact centers for organizations trying to win a large international customer. However, the increased use of video counseling achieves more than saving on travel expenses; it provides an inherent advantage in making the sale in the first place.

However, video counseling must be used wisely and incorporated into overall contact center regulations and requirements.

Video Counseling Benefits

In addition to the prima facie benefits of face-to-face interactions, video counseling carries a cachet based on the relative technological sophistication needed to employ it on a regular basis. This 21st century appeal distinguishes the user in competitive industries, especially for financial institutions where sensitive monetary transactions are proposed.

Moreover, video counseling now offers complementary capabilities once restricted to other channels for customer interactions. These capabilities include tools for quality management, archiving, encrypted communications and the tagging of metadata to facilitate search and retrieval. Centralized administration and control also facilitates the use of video as a newly established mode for customer interactions.

Video Counseling Recording

Nowhere is the power of video counseling more evident than the field of compliance recording. With the latest regulatory requirements promulgated by the Dodd-Frank Act and especially MiFID II in Europe, all interactions with customers leading to a transaction must be recorded. The latest compliance recording solutions include video counseling in the mix, and the ability to provide tamper-proof video recording satisfies a major provision in the regulatory requirements for Europe and the United States. The alternative – paying huge penalties for non-compliance – is clearly not an option.

As video counseling becomes more prevalent as an established technology, the need to incorporate it in omni-channel contact centers will become more pronounced. Companies covering this communications channel now will be well positioned for future innovations in customer interactions.

 Conclusion

The use of video counseling expands the reach and power of contact center interactions and can be easily incorporated into a robust recording solution. Compliance with regulations such as Dodd Frank and MiFID II, to preserve all interactions leading to a sale, can be easily applied to video recording using modern technology while the use of recording for quality assurance can be efficiently expanded to video as well. Functions such as central administration, encrypted communications, threat-call preservation and tamper-proof archiving can also be expanded to video counseling.

About the Author

Markus Goebel, Sales Manager for ASC Technologies, has held key account management and business partner sales positions for many years. His career in the IT industry includes positions at DeTeWe, Peiker and Avaya.




Edited by Alicia Young

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