C’est la question que pose l’article “Could Second Life kill off the call centre?” [2] de Silicon.com.
Rather than a simple showcase, some believe Second Life could one day become a first point of contact for customers.
Like many other big brands, PA Consulting has its own offices in Second Life and has learnt that simply having an office to answer customer queries is not enough. Real people, albeit behind avatars, must be staffing the offices – in the same way having a website is not enough if there isn’t a call centre to back it up when a would-be customer wants to speak to a human being. In future, the consultants believe call centres could one day ask customers to follow up a phone call with them by moving the query into a virtual world.
And hanging around in Second Life is more fun than being stuck on hold. As Claus Nehmzow, member of PA Consulting’s management team points out: “The waiting period can be so much more entertaining than with an IVR system.
Le Québec, en plus d’être l’un des centres mondiaux de la 3D, est aussi l’un des endroits propices aux centres d’appels. Ne serait-il pas temps que l’on investisse Second Life?