Since its introduction, SKY-click has attracted a lot of interest because it dematerializes the traditional call center.
Mainly used by small and medium businesses, SKY-click demonstrates that disruptions can appear beyond the technological and material simplicity of the solution.
Here are a few details:
1st disruption:
The most remarkable aspect of SKY-click’s use has demonstrated that team members already present in the company can respond more precisely and efficiently to customer calls, thus eliminating the need to outsource or hire specialized agents which can be costly to train.2nd disruption:
The incontrovertible DTMF port of entry for traditional call centers is economically replaced by contextual call buttons that automatically direct website visitors to the appropriate specialist speaking the right language.
On a telephone, it is possible to select the desired services with the DTMF keys. With SKY-click, the button is already programmed to the Web product page with the right product and the available languages. Prospects can further refine the information they are looking for in an interactive way.
By combining the productivity gains and savings made in comparison to a traditional call center, SKY-click offers a low-cost contact center solution for SMEs which allows them to leverage internal knowledge and expertise by directing the call to a specialist already in sales or support role. Web contact information can easily and almost automatically be linked directly to CRM tools. It is therefore interesting to note that a myriad of habits could be disrupted by the appearance of simple products which are accessible to a great number of businesses.
In addition, the organizational heaviness of traditional call centers, where the waiting time is too long and the responses inaccurate, condemns them to evolve toward a more human and less structured communication.
