Organizations have always looked for resources to improve their operational effectiveness. Gathering lines and packaging robots in industrial fields, automatic sewing machines in textile industries, automation of bank account creation process, etc. are all examples of process automation. The internal processes of modern businesses are traditionally through IT architecture that saves us a lot of time and labor. But, most modern businesses now include great navigation through multiple systems and applications, and other operational tasks which have created a patchwork of inefficient business processes applications that rarely meet. This has gone on to increase the workload and interruptions of meaningful output/insights.
This is where RPA arises…
RPA or Robotic Process Automation automates the routine, repetitive and operational tasks of an organization. This frees up the employees to concentrate on more serious work that needs human intelligence and decision making. RPA significantly improves operational efficiency by automating the rule-based tasks to be performed more accurately, quickly and tirelessly.
The call center industry has always fought with many repetitive and dull tasks which are necessary but rarely require any decision-making. The excessive scale of such rule-based functions in the call centers means that automation will have a significant impression, refining the overall experience both for call center agents and customers. Let’s illustrate how –
Identifying the Customer in the System
When a customer reaches the agent, the agent needs to recognize them in the system to get the essential information like order status, order number, pending support tickets and shipment ID
This involves the agent to interact with the customer and at the same time go from one system to another: the database/CRM which has the customer details and the other system with more information like order status, order number, etc.
The challenges that arise are:
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Multiple logins slowing down the agents
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Silos affecting to different systems causing chaos
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Agents scrambling to refer notes/manuals
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The detrimental effect on customer experience
How can RPA in Call Centers help?
RPA offers an intuitive approach to data addition and workflow. Loading a detailed customer profile from multiple systems by automating steps like application launch, mouse clicks, field entries, etc. removes the need to switch between numerous applications.
Installing RPA in call centers suggestively reduces the time required to identify the customer in the system and view all necessary details associated with them in one screen. As a result, the customer doesn’t have to wait for the agent to load all the details, therefore refining customer service while dropping the typical call duration.
Updating Customer Information in the System
As the call progresses towards the solution of the problem, the agent is required to update the data of the customer’s account. For this, the agent needs to direct through several applications to update information across multiple fields. Entering data manually across multiple fields in different systems is a monotonous and error-prone task.
The challenges that arise are:
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Switching between multiple systems
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Bring up-to-date information manually
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Task likely to to error
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Negative effect on data quality due to errors
How RPA helps in solving those difficulties ?
RPA allows integration of data across various fields of related systems using a single entry by the call center agent. RPA can establish template auto-fill, copy-pasting information, field-entries, and more with least human intervention. Integrations with software or internal systems like CRMs and other third-party tools exclude the time spent on cross-application desktop activities.
This removes the need to struggle between countless systems. It also eases the danger of potential office errors. As a result of call center automation using RPA, the agent can assist the customer reasonably, and the customer does not need to wait for the agent to deal with data.
Repeat Calls
In many scenarios, depending on the nature of the customer’s problem, the call needs to pass through different agents which often requires the customer to repeat the details of the issue to various agents.
The challenges that arise are:
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Repeating information to different agents
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Customer gets frustrated
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Hampered customer relationship because of repetitive questions
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Increased turnaround time and average call duration
How RPA solves all of this:
RPA permits the integration of different systems which helps different agents keep track of the progress on a specific problem, without having to display all the applications. Using RPA in call centers, the complete customer profile with details from the previous interactions can be loaded with a single click.
With this, the agents do not need to ask for the same details repeatedly. As a result, this addresses the major negative feedback from customers concerning call centers – frequently being asked for the information they already provided. This way, implementing RPA in call centers improves customer service remarkably.
To Sum it all up! RPA will change the Call center industry!
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Shorter average call duration
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Significant error reduction
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Enhanced communication
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Optimal use of resources
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Automated response and triggers
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