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Video calls in the contact center: the experience of Global Bilgi


The modern world is dictating new communication standards, and video calls are becoming an important part of contact center operations. They enable a more personalized and effective service that significantly increases customer satisfaction and loyalty. In this article, we examine the importance of video calls in contact centers, analyze which age groups use this communication channel the most, and discuss the experience of implementing and using video calls at Outsourcing Contact Center Global Bilgi.

Advantages of video calls for contact centers

The use of video calls in contact centers is increasingly becoming a primary method of resolving customer issues remotely. This is not surprising, as visual interaction allows for faster identification and resolution of customer issues, especially for technical support or maintenance of complex equipment.

Video calls help to increase sales in online retail. Through personal video contact, customers are less likely to refuse purchases or services as they feel more secure and receive comprehensive information. The key aspect here is the personal interaction. Video communication enables sales staff to see the customer directly and thus better understand their needs and feelings. Video calls therefore promote more trusting relationships. Video calls also allow employees to demonstrate products in real time, which makes communication clearer and increases the chances of closing a deal.

An important benefit of video calls is cost savings. A video contact center bridges the gap between face-to-face and virtual interaction and reduces the need for traditional office space. This is very beneficial for companies, as renting and maintaining physical premises is usually associated with significant costs.

With video calls available in the contact center, support specialists do not need to spend money on traveling to customers. They can visually identify the problem and provide recommendations for its resolution.

Are video calls only for the young?

Different age groups see and use video calls differently. Consider how clients of different ages view video contact centers:

Age category 18-34 years

Research indicates that individuals aged 18-34 are most likely to use video calls. They are comfortable with new technology and actively use video for professional and personal communication. The customer experience consumers obtain from interacting with businesses via video converts them into enthusiastic advocates of firms, contributing to higher Net Promoter Scores (NPS), a measure of consumer loyalty.

Age category 35-54 years

Individuals aged 35-54 commonly use video calls, particularly for business communication and consulting. They prioritize convenience and speedy assistance in industries like as e-commerce, banking and financial services, insurance, tourism, and government services. According to research, individuals aged 35 to 54 frequently seek screen sharing features during video conversations to contact centers. Collaboration tools allow them to show tasks such as document completion, software installation procedures, and presentation materials.

Age category over 55 years

Over 55s are less likely to use video calls. However, as telemedicine advances, the number of technology users aged 55 and over is expected to rise over the next five years. Another area where older individuals are increasingly using video live chats is in the financial industry. Remote access to various banking and financial services is especially useful for clients who are unable to physically visit financial institution locations owing to distance or mobility limitations.

As you can see, video calls are popular across all major age groups. Video communication allows for more tailored and effective interactions, resulting in improved understanding and fulfillment of consumer needs. But is simply purchasing video call software for a contact center sufficient? What problems may arise when implementing this new communication channel? We talk about our own experience integrating video conversations into one of our projects at Global Bilgi, an outsourcing contact center.

What caused the need for video calls at Global Bilgi contact center?

Global Bilgi, an outsourced contact center, is a market leader in offering excellent customer service. One of our clients is a huge global corporation that produces, among other things, electrical devices for tobacco heating. According to current legislation, the sale and servicing of products in this category are age-restricted. As a result, the customer opted to include video calls into the project for:

  • goals include verifying client age
  • increasing product awareness
  • improving the customer experience.

Challenges faced during the implementation of video calls

Global Bilgi’s IT engineers encountered a number of technical issues while implementing video calls. Our engineers’ great professionalism and ability enabled us to quickly overcome these problems. The team quickly discovered the root of the problems, devised efficient solutions, and successfully implemented them, assuring the stability of video conversations and preserving good service quality for customers.

Furthermore, at one point during the video call implementation, there was an issue with agents’ preparedness to engage in video calls. Not all agents were anticipating the prospect of clients seeing them. However, this issue was quickly remedied, as one of the motives was the reduced workload on video call agents when compared to those managing incoming phone calls.

What did we achieve?

As a consequence of the implementation efforts, we have enabled consumers to initiate video chats to the contact center directly from the manufacturer’s official website. Customers must verify their age before receiving counsel by providing their documents to the camera. An agent is only entitled to offer a consultation if the customer’s age meets the regulatory standards.

It is vital to remember that the service quality control system only saves the audio recording of the conversation with the customer. This avoids data leaking from the documents that clients present for age verification. If necessary, the agent may recommend that the consumer provide a snapshot of the product via live chat to gain feedback from the manufacturer on any faults.


The advantage of video calls in the contact center for customers is the personalized interaction with support agents, closely resembling a live conversation. During a video call, contact center specialists can provide detailed answers to all questions regarding products, their features, current promotions, and technical issues. Additionally, agents can offer usage tips while visually inspecting the device through the video camera.

Video calls enable the establishment of more trusting relationships between businesses and clients. As a result, customers gain an unparalleled service experience that encourages them to return to the company’s products and services.

About author

Фахівець з маркетингу компанії Global Bilgi
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