Will WebRTC Affect Call Center Scheduling?

In a society pressed for time, innovations that ensure efficiency are in high demand. This is especially true in the call center or help desk as those charged with catering to customer care must be able to do so in a timely manner. If a customer has to spend time hunting for the right way to contact a company when they have a problem, that company has failed to deliver on customer expectations.

Companies on the forefront of technology to support the customer have long been waiting for WebRTC. This open project makes it possible for customers to place a call to the company directly from the website interface.

Next generation call centers need to be ready to embrace this interaction method as it’s already supported by Mozilla, Google and Opera. The browser-to-browser application supports voice calling, video chat and P2P file sharing. Components will provide access to a camera and microphone, set up audio and video calls and enable browsers to share peer-to-peer data. 

For tomorrow’s customer service division, the adoption of this technology can greatly change the way in which call volume is handled and call center scheduling is managed. Agents may be better equipped to work from home or some other remote location as everything they need will be available through the Web browser.

While many of these capabilities already exist with access to the cloud, platforms often require a download or plugin to access all capabilities. This is where WebRTC delivers the biggest benefit. Nothing has to be downloaded or installed to make an application work, enabling the individual to avoid error-prone and complex processes involved with new downloads. It also eliminates the need to worry about plugins that have to be updated on a regular basis and can cause problems with other applications.

For the traditional call center environment, this technology can introduce a whole new strategy for scheduling. Agents can be located anywhere in the world and still deliver the same level of support the customer needs. This also means a company can schedule according to peak times in volume demand, regardless of its location. If 24x7 support is needed, it also can be readily provided.

As we wait for all browsers to get on board with WebRTC, we’re likely to continue to see development in this area. Check back here for more on the growing trend!