Voiceless contact centers, which rely on text-based communication like live chat, social media messaging, and email, eliminate the need for phone or video calls. Key benefits include cost savings, streamlined agent training, and enhanced global outreach, all while reducing infrastructure demands compared to traditional audio and video communication. By embracing the unique advantages of a voiceless contact center, businesses can turn potential limitations into innovative solutions, driving success similar to the strategies used by SpaceX and the movie Top Gun: Maverick.
Voiceless contact centers are essentially contact centers where your contact agents communicate with the customers but never physically talk to them. That means your contact agents don’t have phone calls, video calls, or in-person meetings. Instead, all communication with your customers is through textual format: live chat, social media messaging, email, and letters. (You could also add Morse code and pigeon-carrier, but the likelihood of usefulness is questionable.) Voiceless contact centers offer advantages you may not have considered. Even if you don’t plan on going this route, do look into it, simply because of the unique solutions going voiceless offers.
Some advantages of the voiceless contact center.
- - Cost savings: This is probably the most obvious. You don’t have someone manning the phones, making calls, or dealing with the immediacy that voice contact holds. Not having the pressure of live interaction with customers reduces the need to employ someone just to handle the calls.
If you’re thinking of going voiceless for your contact centers just because of cost savings – you might wind up spending more than you thought. When you add features like AI automation, predictive scripts, and analytics, your voiceless contact center may cost more than having someone man the phones. That’s why it’s good to consider the other advantages.
With live calls the amount of information that passes through the channels is significantly more if they are in video and audio format. When you use only text-based communication, you massively cut down on reliance on a robust infrastructure. The same issue also applies to recording, but it’s also about storing and backing up data. You can hold much more information in textual format. Take, for example, a transcript of a 12-minute communication. The text transcript is a small 22 kilobytes. The same audio transcript is about 12 megabytes. For video, it would be just under 1 gigabyte.
Going the voiceless route you’re basically limiting yourself. Whenever you limit yourself in one area, you have to find new ways if you want to stay on top. This is the situation where rather than thinking outside the box, you think inside the box, but you explore the box completely. You explore every advantage and utilize all the potential you have within your limitations for a massive positive impact. Done right, these self-imposed constraints can bring in more success rather than less.
The producers of the film Top Gun: Maverick said they wouldn’t do any tricks with the jets using trickery. All the stunts had to be used using real jets. And they wouldn’t use CGI if they didn’t have to. Largely due to the constraints they put on themselves, the film was a booming success.
Elon Musk had huge budget constraints in building the space exploration company SpaceX. Due to these very restraints, SpaceX has revolutionized missions to space and made them more cost-effective. With a little ingenuity, you can use the constraints of being a voiceless contact center to your advantage.