Imagine the ideal world of superior customer service, where CSRs always feel elated executing their daily routine, and customers are delighted with seamless quality service. Sounds epic, yet sadly unimaginable.
The reason why such a bright picture is unattainable lies beyond the mere the-world-is-not-perfect approach. If you take a closer look at the obstacles customer services teams encounter day in and day out, this question would hardly arise again.
In this article, we would shed light on call centers' inner workings, discuss the challenges their teams go through and illustrate how Robotic Process Automation can take the burden of the significant gloomy work routine on real use cases.
Daily grind: the critical challenges for call centers
Let's be frank. Today's call center managers face endless demands. Customers demand fantastic service, senior management demands the increasing performance figures, and finally, their inner selves demand a smooth and encouraging career perspective.
Within countless efforts to successfully meet these demands, some challenges appear:
Time-consuming data processing
Most call center managers have to deal with legacy systems and switch from one application to another while communicating with customers. It does not only slow down their data management but leads to errors and irritation both for customers and the agents.
Rapid staff turnover
The stressful nature of the work leads to an increasing number of layoffs. It causes problems of training new staff members and maintaining a call center's high level of operations.
Loss of profits
Very often, the key to success for a call center agent in upselling and cross-selling is having an in-depth knowledge of a customer's pain-points and being able to furnish the correct details at the right time. In the realistic customer service world, it is hard to achieve due to at least the reasons mentioned above, i.e., legacy systems and rapid staff turnover.
How RPA can help call centers
The root of the challenges mentioned above is a massive amount of repetitive tasks, which take hours from call center agents giving only stress and inefficiency in return.
In this regard, Robotic Process Automation can be considered as a simple and exceptionally productive tool to overcome these challenges.
What is RPA?
RPA is an acronym used for Robotic Process Automation. It is software consisting of programmed bots that automate repetitive and mundane tasks imitating human activities. RPA is considered a simple tool as it is a non-invasive technology that interacts with all the applications and systems with no modifications or changes to existing infrastructure.
Benefits of RPA
We have outlined some benefits of RPA which significantly contribute to minimizing inefficiency and low employee morale in call centers, i.e.:
Data processing excellence:
Due to the automation of tedious tasks, the agents are given immediate access to any customer profile data and inquiries. Automation of actions, such as data input and output, switching among various systems, and countless mouse clicks, free up the time for CSRs to provide superior communication.
Upgraded accuracy
Automation of data processing, interactions with various systems reduces human error to a zero rate. As a result, CSRs enjoy seamless processing with the increased accuracy of data and reports.
Enhanced customer satisfaction
Automating tracking and recording key customer's inquiries details, providing faster access to the required information RPA bots allow CSRs to do more with less effort. As a result, they are able to guarantee a more personalized approach to each customer and enhance client satisfaction.
Reduced operating costs and boosted revenue
Automation opens opportunities for better cross-selling and upselling achieved through increased loyalty and higher customer acquisition rate. Additionally, it provides a decreased attrition rate while minimizing stress at work.
RPA in call centers: 3 use cases
To better understand a whole range of bots' capabilities, let's see the use of automation on practicalcases.
Use Case 1: Data update
Challenge:
Typically, a retail company customer service representative spends from 30 minutes to 1 hour to successfully update a client data manually inputting, then copy-and-pasting the data across multiple CRMs. Apart from being time-consuming, it is an error-prone activity that leads to further miscommunication and irritation.
Solution:
RPA bots automate the processes related to clients' data collection and update crawling from one system to another within a pre-defined set of rules and parameters.
Outcomes:
- Enhanced accuracy and structuring of customers' profiles data
- More seamless communication and customized approach
- 100s of FTE hours per year saved
Use Сase 2. Notes taking and scripts creation
Challenge:
An average logistic company call center representative manually takes notes and creates summary scripts around 60 times per day. The process is laborious and requires attention to detail while notes-taking and constant focus to address customer needs at the same time. It leads to exhaustion and errors.
Solution:
Automation of notes-taking and summary scripts creating processes reduce errors and help CSRs achieve more customized communication. While a bot takes a burden of tedious manual tasks, an agent can be more attentive to customers' issues and do his/her best to solve them.
Outcomes
- Boost in revenue due to personalized approach
- Enhanced customer satisfaction
- Reduced AHT
Use Case 3. Reporting
Challenge:
A small telecom company senior manager weekly and monthly collects data on the agent performance consisting of 15 agents. He gathers data from various internal company systems and agents' performance statistics spreadsheets. Based on the team members' individual KPI assessment, the performance reports are created, and the bonuses are allocated. The process takes up to 3 days.
Solution:
A programmed bot automates all the tasks from data collection to bonus calculation and reporting. Upon completion of the report, all the stakeholders are automatically notified by email.
Outcomes:
- The accurate bonus allocation program
- More in-depth and accurate reports
- 100+ FTE hours per year saved
Bots creating win-win opportunities for call centers
We have addressed the most common challenges of call center teams and shown how RPA can manage them.
In short, automation is a simple and highly efficient tool that can close gaps in the most painful areas, namely missed sales opportunities and customer discontent. Improving these 2 pain-points may become a turning point for your company in an endless struggle to take the lead on the market.
So why miss an opportunity to become a winner if the victory is so close with RPA? Start your automation journey today, and see the results within the first weeks!