Robotic Process Automation in Contact Centers

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Robotic Process Automation in Contact Centers

With the appearance and advent of RPA, companies are starting to see significant growth in terms of profits and scaling of complete operations; however, when it appears in contact centers or call centers, robotic process automation contributes invaluable advantages by implementing solutions to challenges based around service, method, and technology.

Customer satisfaction is a tremendous KPI for any business and call centers perform a crucial role in forming the success of that KPI. CSRs face enormous demand to grow overall income by upselling & cross-selling, producing fast, personalized and efficient service – all while meeting huge first call resolution and lowering average handling time goals. They appear to work with technology that decreases their speed down and expects them to work with a plethora of slow & painful applications while they converse with customers.

Although Business Process Management performs its part, the high levels of repeated tasks within contact centers can only be avoided through call center automation for better agent efficiency, customer fulfillment, and profitability. Here is how Robotic Process Automation in Contact Centers is increasing customer engagement and streamlining rules –

Distinguishing the Customer in the Operation

When a customer calls the agent, the agent requires to identify them in the system to get the required information like order state, order number, pending assistance tickets, shipment ID, etc. This obligates the agent to interact with the client all the while he/she has to travel from one system to another: the database/CRM which has the consumer details and the other policy with more knowledge like order number or status.

RPA gives an intuitive approach to data integration and workflow. Reading a detailed customer profile from multiple methods by automating actions like mouse clicks, application launch, field entries reduces the need to switch between different applications. Disposing RPA in call centers significantly decreases the time required to recognize the customer in the system and view all essential details associated with them in one screen. As a result, the consumer doesn’t have to wait for the agent to arrange all the details, thus enhancing customer service while decreasing the average call duration.

The input of Customer Knowledge in the System

As the call moves ahead towards the solution of the query the agent is required to renew the data of the customer’s account. For this, the agent needs to operate through various applications to refresh information across multiple fields. Recording data manually across numerous domains in separate systems is a difficult and error-prone task.

RPA facilitates the integration of data across different fields of associated systems utilizing a single entry by the call center agent. RPA can build template auto-fill, copy-pasting data, field-entries, and more with limited human intervention. Combinations with software or internal systems like CRMs and other third-party tools reduce the time spent on cross-application desktop exercises. This eliminates the need to fight between various systems. It also decreases the risk of potential clerical errors. As a consequence of call center automation using RPA, the agent can support the customer satisfactorily, and the customer does not need to pause for the agent to deal with data.

Repetition of Calls

In numerous cases, the call passes via different agents until the solution of the customer’s problem is reached. With high-level call routing tools, the kindness of repeat calls in contact centers has decreased to a large extent. But in several scenarios, depending on the quality of the customer’s problem, the request needs to move through different agents who often expect the customer to repeat the details of the subject to various agents.

RPA expedites the integration of different systems which helps diverse agents keep track of the development on a specific problem, without having to watch all the applications. Using RPA in call centers the comprehensive customer profile with specifications from the previous interactions can be arranged with a single click. With this, the representatives do not need to ask for the same information repeatedly. As a result, this discusses the major pain-point of customers about call centers – constantly being asked for the information they previously provided. This way, incorporating RPA in call centers improves customer service exceptionally.