Technology has changed the way people book an appointment with doctors or order their food online, thanks to automation tools that Contact Centers are able to deliver what their customers demand. Millennial believe in finding solutions to their problems in a smart way and automation allows the space to get a grasp of these solutions.
Contact Centers hugely rely upon Interactive Voice Response (IVR) as an automation tool but it’s time that they evolve with their evolving customers because customers do not like the interactive sessions anymore, they have become self-reliant.
The Dominance of Automation
The age of Automation is in its dawn and we are already seeing the world being dominated by it. Most of the customers are now engaged with messaging apps and contact centers are also adopting new methods to reach their customers that are more responsive when coupled with IVR.
Robotic Process Automation (RPA) combines machine learning with artificial intelligence that automates the routine tasks for agents. In contact centers, RPAs provide customers with immediate responses to their queries and agents do not need to involve in every menial task, they can manage their work more efficiently.
Why do we need automation?Robotic Process Automation is around the corner of every talk and contact centers are integrating their existing services with automation tools for a better and seamless customer experience.
RPAs helps in:
- Achieving SLAs by removing human error and negligence
- Enabling customized workflow
- Enhancing productivity and efficiency of the processes
- Simplifying repetitive tasks
- Reducing the workload of agent
How can we automate the world of contact centers?
Contact Centers can set up automation rules to monitor the daily tasks and can benefit from automated ticket workflows.
1. Event-Based Rules
Admin can configure the events and choose different conditions on which triggers an internal and external action. There could be various conditions, in case of SLA breach, internally a mail will be sent to the supervisor and agent and externally, customer will be delivered with a mail ensuring that an action is being taken on their ticket.
2. Timer Based Rules
Admin can automate internal and external actions on time-based triggers, wherein they can manage the tickets for different conditions. If the admin selects a condition where the ticket should be sent to the agent one hour before the SLA breach, agent will get a notification about it.
3. Ticket Creation
Tickets are created automatically when a customer approaches from any channel and agents can pick these tickets to provide the customer with a better experience. He is not required to go to respective channel and reply to the customer, the ticket will reflect on his desktop.
A ticket can be created for every interaction, irrespective of the channel through which the customer contacts the organization. Thus, eliminating the need to manually create a ticket.
4. Tickets Resolver
Multiple tickets from one customer about a specific query or issue are merged into one automatically and agents can access the conversation history in one ticket. If a customer has sent an email about the refund and a text message about the same issue, these two interactions will merge into one conversation. Thus, allowing the agent to track the customer’s problem in one ticket.
5. Schedule a Call
Dialing each number manually is a long-gone process, agents can now use dialers to automate the outbound calling process. Moreover, they can also schedule a call for a customer and can be reminded of it prior to the call. They can schedule call for self when a customer wishes to speak to the same agent again.
6. Report Scheduler
Good news for supervisors, they can schedule a report for their agents and analyse their actions. They can create customized reports to monitor the activities of their agents such as the number of tickets that they have worked upon, their break times and they can also control the auto call button.
7. Canned Responses
Agents do not have to manually type the name of the customer. Agents can send personalized messages by having place holders to insert dynamic content such as customer ID, their name or ticket number. This will save agent’s time and efforts while he delivers a better customer experience.
8. Self Service Automation
Automate the inbound process by integrating the database with IVR to reduce the involvement of an agent. Customers are empowered to solve their queries themselves and workload for an agent is reduced.
Agents do not need to manually dial a number, dialer ensures to target skill-based dialing for personalized outbound campaigns. The agent is well informed, he can view customer details the details of the customer prior to a call and this increases the efficiency of the agents.
Calls are automatically routed to best-skilled agents according to the status of their availability and location. Customer’s parameters like language choice, location, and other statistics are considered while routing these calls.
Digital revolution will always need a compatibility between human agents and RPAs. They need to work parallel with an inbuilt strategy in contact centers. Are you looking for Automation tools for your contact center? Make your life easy with Ameyo Fusion CX and tell us your ‘after installation’ success stories.