Technology has changed the way people order their food online or book an appointment with dentists. Today, call centers are able to deliver whatever their customers demand thanks to automation tools. Millennial believe in finding solutions to their issues in an intellectual way and automation enables contact centers to get hold of these solutions.
Call Centers massively depend on Interactive Voice Response (IVR) as an automation tool but it’s time that they develop with their evolving customers since people do not like the interactive sessions any longer, they have evolved to be self-sufficient.
The Dominance of Automation
The age of Automation may still be at its infancy, but we are already seeing our day to day activities being dominated by it. A lot of people especially the younger generation are now engaged with a wide variety of messaging apps and call centers don’t want to be left behind and are already implementing innovative methods to reach their customers that are more responsive when combined with IVR.
Robotic Process Automation (RPA) integrates machine learning with artificial intelligence that automates the routine tasks for agents. In automated call centers, RPAs offers callers with instant responses to their questions and agents do not need to handle every trivial task, they can handle their job more resourcefully.
Why Automation is Necessary?
Robotic Process Automation is around the corner of each conversation and call centers are combining their current services with automation tools for an improved and flawless customer experience.
RPAs assists in:
- Attaining SLAs by eliminating human error and carelessness
- Allowing modified workflow
- Promoting efficiency and productivity of the processes
- Streamlining tedious tasks
- Minimizing the workload of agent
How Can We Automate the World of Call Centers?
Call Centers can create automation guidelines to keep an eye on the regular tasks and can gain from automated ticket workflows.
- Event-Based Rules
Admin can organize the events and select various conditions on which activates an internal and external action. There could be numerous conditions, in case of SLA breach, internally an email will be sent to the agent and overseer and externally, consumer will receive an email confirming that their ticket is being acted upon.
- Timer Based Rules
Admin can program internal and external actions on time-based triggers, wherein they can handle the tickets for various conditions. If the admin chooses a condition where the ticket should be sent to the agent an hour before the SLA breach, agent will receive a notification about it.
- Ticket Creation
Tickets are generated automatically when a consumer approaches from any channel and agents can act on these tickets to offer the consumer a better experience. There is no need for the agent to go to particular channel and respond to the customer, the ticket will reflect on his computer.
A ticket can be generated for every engagement, regardless of the channel through which the consumer contacts the company. Hence, removing the necessity to manually generate a ticket.
- Tickets Resolver
Several tickets from one client about a particular query or problem are combined into one automatically and agents can access the historical data of the engagement in a single ticket. If a consumer has sent a text message about a refund and an email about the same issue, these two interactions will combine into one conversation. Hence, enabling the agent to track the consumer’s issue in one ticket.
- Schedule a Call
Dialing each number manually is a thing of the past, agents can now use dialers to automate the process of making outbound calls. Besides, they can similarly line up a call for a consumer and can be reminded of it prior to the call. They can line up a call for self when a consumer wants to talk to the same representative again.
- Report Scheduler
Good news for supervisors, they can set up a report for their agents and evaluate their actions. They can make tailored reports to monitor the actions of their agents like the number of breaks they have taken, the number of tickets that they have worked upon, and they can also manage the auto call switch.
- Canned Responses
Call center representatives do not have to manually type the name of the consumer. Agents can send tailored messages by having place holders to input dynamic info like ticket number, customer ID, or their name. This will save agent’s exertions and time while he provides an improved customer experience.
- Self Service Automation
Automate the inbound call center process by combining the historical data with IVR to cut the participation of an agent. Consumers are allowed to find solutions for their queries themselves and job for an agent is lessen.
Agents do not have to manually dial a number; call center dialer technology ensures to target skill-based dialing for tailored outbound campaigns. The agent is well-versed, he can look up the details of the consumer prior to a call and this boosts agent productivity.
- Automatic Call Distribution (ACD)
Calls are automatically directed to most suitable representatives according to the status of their location and availability. Customer’s parameters such as location, language choice, and other statistics are well thought-out while directing these calls.
There is no doubt that automation is the future of call centers. If you don’t want your business to be left behind then it is vital you embrace automation tools for call centers. This will not only make call center efficient but also cost-effective when compared to call centers of the past years.
Digital revolution will constantly require a compatibility between RPAs and human agents. They have to work parallel with an inbuilt tactic in call centers. Are you searching for Automation tools for your call center? Make your work simple with call center software from rosponse and share with us your ‘after installation’ success stories.