Video Chat in 2016 Contact Centre Report by Dimension Data

This post highlights Dimension Data’s figures and conclusions regarding the “Video Chat” channel, as detailed in their 2016 and 2015 Global Contact Centre Benchmarking Reports.

Contact center channels by Dimension data

A third of contact centres plan to support a video chat service within 1 year, while while only 11% reported they have already deployed it. Video chat currently has the highest growth rate across all contact center channels.

Companies recognize that the visual engagement powered by WebRTC is not just a trend in technology they need to keep up with; it’s an opportunity – to improve the FCR rate, to increase the customer loyalty, and to improve the agent performance.

«With developments such as these, we’re extremely excited about the contribution that video-enabled contact centres can make to transform the face of customer engagement. We believe they will add massively to the value that contact centres can deliver to the customer base.»

By Ian Heard, Principal Director, Collaboration, Dimension Data Communications, 2015 Global Contact Centre Benchmarking Report

Now let’s look at the percentage of contact centre interactions currently handled by the video chat channel. The 2015 report shows only 0.2%:
Percentage of the contact centres interactions handled by the video chat channel

However, it should be noted that the 0.2% figure takes into account all contact centers in the survey, including the vast majority who don’t have videochat deployed.

Finally, how do customers feel about interacting through video chat?

How do customers rate the video chat service

«Among the newest of the emerging channels, video is already a success in terms of solution application and customer feedback.

We’re even seeing the introduction of video chat, which is set to increase exponentially over the next few years.»

2015 Global Contact Centre Benchmarking Report

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