Contact center operations have been eased and advanced with the growing technology. Robotic Process Automation (RPA) is another essential technology that automates tedious tasks and saves an agent’s time lost in repetitive processes. It scales the overall operations and grows business exponentially by achieving the most valuable KPI of customer satisfaction. From personalization, cross-selling to call resolutions, and other contact center goals, everything can be achieved with this uncomplicated contact center solution. The major benefits of RPA include
- Decreased Average Handle Time
- Improved First Call Resolution
- Automated responses
- Reduced manual errors
- Personalized communication
- Delighted agents and customers
- Increased business ROI
How to implement RPA?
To achieve the desired output with automation, it is essential first to identify the process that requires automation. These processes are generally the repetitive ones, have chances of manual error, or consume a lot of human time that impacts the business. The second is to train the tool to carry out the set activity in a defined manner. The tool requires to work as per the use-case and expected responses. So, a timeline is set for every tool/bot rollout. Even new operating models need to be designed with bots in place.
Processes where RPA can be implemented
Customer information exchange
Problem: With a customer on call, an agent needs to simultaneously collect data regarding their status, tickets, and more from the database. Further, wasting significant time in referring notes, chaos with multiple logins damages the customer experience.
Solution: RPA improves data integration and streamlines the process. It does not require the agent to switch screens to fetch customer’s information with the automation of various that now will be performed by the robot. It saves the significant time of agents lost in identifying customers or asking for their details and thereby reducing the Average Handle Time (AHT).
Customer Information update
Problem: Fetching information from various applications or different platform gets problematic for agents and customers. Customer account details are required to get updated often. There could be single or multiple fields. Manually doing this job can be dreary and error-prone.
Solution: With automation, a single edit in the system by an agent will be applied to system-wide. It minimizes human intervention by creating an auto-fill template. It lessens the chances of clerical errors and allowing the agent to assist the customers more satisfactorily.
Problem: There are times when a single agent is unable to solve customer’s issues and the call is routed to other agents or departments. Such things frustrate customers as they are required to repeat the same information to all the agents. Repetitive questions damage the customer experience and increase the average call duration.
Solution: With RPA, there is seamless integration that allows agents to monitor progress on every callers’ issue in a single click. The agent will not need to enter information multiple times regarding any activity such as adding notes, updating customer information, etc. Subsequently, this improves organizations’ revenue.
Problem: With numerous calls, agents need to talk to the customer and simultaneously search for information. Customers are kept on hold for a longer time. Also, it increases AHT and the queue of customers on hold grows longer. Even the First Call Resolution (FCR) declines as the agent is not present with relevant information.
Solution: As already explained, with the integration of Contact Center Software, RPA empowers agents with relevant customer information and can offer a quick resolution. They become multitasking and can handle customers on the various communication channels.
Problem: Especially in the case of the eCommerce industry, there are numerous cases of customer refunds. This process is generally delayed or overlooked. It adds to the negative experience of the customer and degrades the reputation of the business
Solution: It is possible to automate things/processes with RPA. So, you can automate the refund process and decrease manual work largely. This quickens the process and helps the business retain their customers, further building a good reputation.
Workforce data management
Problem: Contact centers usually have a huge employee count. Maintaining everyone’s data is a tedious task, and there are numerous chances of manual error. Directory data requires frequent modification with ongoing attrition.
Solution: RPA automatically updates the data from the required form or source, minimizing manual work. So, there is an assurance of correct data and its proper maintenance. Irrespective of the person responsible for data management, the process is much more streamlined.
Other processes where Robotic Process Automation ease the life at the contact center and increase the efficiency are
Automated invoice creation where errors can be reconciled and staff utilization can be minimized.
Payment data can be raised within a few seconds and the customer is not required to wait for long. As the agent can easily fetch data from the records without switching screens.
To wrap up, the myriad of advantages of RPA are sure to boost your contact center business and create a positive customer experience. Thereby optimizing your agent’s performance and building your brand reputation.