A typical call center workflow comprises countless repetitive tasks that do not require intelligence or decision-making to be executed. But due to the dearth of options, businesses are forced to allocate dedicated manpower to such unfulfilling activities. A customer service representative (CSR) may answer 100s of calls daily and must address each case quickly and satisfactorily. Gathering, validating, and entering customer details to offering solutions, they have to juggle different activities for every call.
The employees managing these tasks day in, day out find them utterly tedious and demotivating. Consequently, their productivity plummets, customers receive poor service, and businesses bear high operating costs and poor revenue.
It’s the repetitive nature of call center operations that make them a great candidate for automation.
Benefits: Faster resolutions; focus on customer-centric services
Benefits: Quick data entry; efficient process; no clerical errors
Benefits: Improved process outcomes; accurate resolutions
Benefits: Quick response to repeat callers, better customer engagement
Benefits: Report compilation, auto status updates
As per Steve Stine, AT&T’s chief data officer, using software robots, AI, and analytics in data optimization, the company has generated millions of dollars’ worth of business. He underscored the work of bots in scanning customer phone calls and compiling network traffic reports.
RPA has helped the telecommunications conglomerate to raise its purchase order processing accuracy from 73% to 85%.
Parting words: These are just a few of the major areas where smart implementation of RPA has proved to be a prudent business choice for call centers. The avenues of application for Robotic Process Automation services in call centers aren’t confined to this list as there are several others where it can help realize high gains.
RPA has numerous applications across diverse industries and can be of immense help to businesses. Are you facing any of the problems discussed here and are wondering about its fix? We have the answer! With years of rich experience in RPA implementation, we have benefitted numerous businesses across the world. If you wish to leverage the power of RPA to transform your business, contact us for an insightful conversation.
Anjan Barman is a technology enthusiast with primary interests in the applications and possibilities of Cloud, RPA, AI, CRM, and the like in modern businesses. He loves exploring how innovations help organizations improve their efficiency while reducing operating costs and presents the same in an atypical way.