Instant Messaging – Customers could contact you directly through Instant Messaging rather than going through web chat.Low-cost voice channel into the contact centre – Since a Skype call is free, it makes it much easier for your customers to contact you, particularly for international calls.

Skype can be used in the contact centre in a variety of ways: How can it be used in the contact centre? However, it has recently been acquired by Microsoft and is subsequently set to become the next big disrupter to the industry for voice, Instant Messaging (IM) and video chat. Up until now Skype has been fairly limited in its capabilities. This equates to 22 million minutes being used every hour. It is already a well-established channel in the personal lives of consumers, with approximately 370,000 minutes being spent on Skype calls every 60 seconds (according to research by ). It currently has upwards of 300 million users worldwide, has no regional boundaries, and can be accessed via phones, computers, TVs and games consoles. Skype is a free online platform that enables users to make face-to-face video calls, as well as voice calls and web chat.

Skype, meet our Call Centre Helper readers. Just when you had added all your channels to your contact centre… another one comes along.

Skype customer service