With the introduction of automated services in the call center business, most of the monotonous tasks are simplified. Call center services that are famous for handling monotonous call answering functions all day are leveraging automated technologies to simplify most of their tasks that were earlier very time taking.
In today’s revolutionized era, automation is everywhere helping people simplify repetitive tasks in some way or the other. Talking about the customer service industry, automation has brought several changes in work performance. With the automation advancements transforming customer experiences, the call centres have started inheriting automated tools as they simplify repetitious functions easily. Moreover, with the changing market needs and customers preferring automated services, it has become obligatory for the call centre companies to avoid any risk from manual assistance and adopt automated functions.
With the advancements in automation bringing a paradigm shift in the service performance, the 2020 automation trends are necessary to know. Some real-time automation tools can bring customers a satisfactory experience with on-time service availability, so why not prefer them over the traditional systems!
Customer satisfaction is the indicator of astounding services offered by the business, thus enhancing customer service experience always has to be the business aim. First call resolution, personalized services, 24X7 service availability, and instant answering draws customers’ interest in the business. So, how can a company keep a check at these?
Well, some automation trends can be your business guardian angel. Therefore, to continue discovering benefits, inheriting the automation trends is indispensable.
Check out the Automation Trends for Call Centre Services:
Big Data Analytics
Business-customer communication is automated with big data analytics tools. How?
Well, big data helps simplify the ways businesses reach the customer. By analysing complex data sets easily, big data analytics helps to interpret customer behaviour from their data and thereafter help agents to reach the customer with what they want!
With data analytics, agents get to know all about the customers’ pains, thus easing the same becomes easier saving customer satisfaction. With most of the customers helping companies with their preferences, it is easier for call center agents today to reach the customers with their preferred services.
Earlier manual analysis took time, which did not allow agents to reach the customer with their preferred services on time. However, with modern technologies today, it is easy to reach customers with tailored services without much investment of time.
Robotic Process Automation (RPA)
The everyday repetitive tasks eat up a lot of time of call centres. However, with the introduction of RPA, various small repetitive functions are easily simplified. As per a KPMG report, RPA helps to keep a check on operational costs and even reduces the business expense by 75%.
With the advantage of consistency in services with RPA, call centre companies can adopt the technology to avoid error possibilities and reduce handling time. Not only is this, but RPA also improves customer satisfaction by collecting data and informing agents about each customers’ information so that answering customers becomes easy.
The advantages call centres can enjoy with RPA integration:
- 24X7-customer service.
- Accuracy in reports.
- Enhanced productivity with augmented decision-making.
- Faster turnaround times with automation.
- Automation brings back focus to value-added activities.
The traditional call centre services were all about inbound and outbound call answering service where a team of agents catered to call answering and analysing the interactions manually. However, with RPA, automated solutions help to reduce human error and simplify several monotonous functions to save time for the in-house agents to give to other productive responsibilities.
Visual Interactive Voice Response
The new automation trends to be followed by BPOs cannot be complete without visual IVR. With the advancement in tech, visual IVR helps customers with a user-friendly visual IVR menu interface. Now as soon as a customer logs into the company’s website or application on the phone, the IVR technology helps them with a menu of the company’s services for better assistance.
Such a perk was not possible earlier with traditional services where customers could connect only over calls, emails, or texts with the business agent. Visual IVR helps customers with a communication channel to connect with their service providers directly.
By logging into the company’s webpage, customers can choose options, can interact with an agent, scroll through the menu to choose the service of their choice, call back, and take a ride over many more advantages. With all these perks easily accessible through smartphones, visual IVR offers personalized services at just a touch away, thus augmenting customer satisfaction.
Enhancing customer experience is automatically marvelous with a visual IVR technology on board, as unlike traditional services, it helps to deliver an automated and personalized experience by being available to the customer through a digital self-service channel.
Desktop Automation for Call Center Services
Customer satisfaction has always been indispensable for a BPO company, and so it is today. Earlier, most of the applications were not optimally designed to offer customer satisfaction, which is why agents struggled to align by the applications wherein customer experience was somewhere altered.
However, with desktop automation, BPOs today enjoy the advantage of blending the existing applications flawlessly into modern hassle-free workflows, which helps them with easy webpage navigation so that agents focus on customer satisfaction more.
With such an advanced desktop automation technology that optimizes the way agents reach customers, it becomes easy for them to engage and enhance the customer experience progressively.
When we talk about new automation trends, chatbots are the most prominent ones for call center services. RPA technology in customer service introduces chatbots who are virtual assistants that provide instant customer support when a live agent is unavailable.
Bots are cost-effective and offer a human-like customer experience. They help to save the business costs on repetitive agent hiring and training. Bots analyze customer interactions and learn from the same to enhance answers to the customers. They can answer multiple calls, messages, emails, etc. at the same time without any hassle. Thus customer dissatisfaction is not a concern with them.
Chatbots are software applications that help to conduct an online chat with the customers using text or text-to-speech that rely on AI-powered technologies like machine learning and natural language processing. Bots can be programmed to give answers for simple keywords or reminders from the customers’ side.
With the advancements in automated techniques, call center companies today have the privilege of performing a variety of tasks hassle-free. Call centers that had to handle the hassle of handling multiple functions at the same time now take advantage of automated technologies to transform customer experiences commendably.
With so many perks of automated technologies bringing in for call center services, it is useless to stick back to traditional systems!
How to Meet the Expectations of the Tenants Renting Your Property
If you are the property owner of a rental property, then you must meet the expectations of your tenants, whether they are long-term renters or short-term renters. Short-term renters are usually renters of vacation rental homes and rent for a period shorter than six months….
Which Aspects to Inspect Before Buying an Apartment?
Apartment inspection is an opportunity for interested buyers to know about things that they cannot see. Usually, the things that are not visible to our eyes are more problematic and could affect your living experience in an apartment. For a better decision and to find…
Houses for Sale in Chicago: Latest News, Trends, and Forecast
If you’re considering buying houses for sale in Chicago, keep in mind that the average home in the United States has increased by 32.6%. Right now it’s a seller’s market which can feel overwhelming. You might wonder what your options are for affordable homes in…
Structural Features when Buying a Rental Property
The facilities available in a house play a vital role in the purchase decision regarding that house. When you have chosen some houses from which you will rent to buy home. Next, you have to review the facilities which are available near the neighborhood where…
The Importance of Note Taking Skills for Students
In a student’s life, one of the most important skills they must be familiar with includes notes taking. Taking good notes comes with multiple benefits, but the most important one being they will be able to ace their academics. For other reasons, read ahead to…
7 Ways to Spark Creativity and Imagination in Your Kids
There are several phases and methods for kids to learn and grow. A number of researches have proved that kids get innovative, creative, and imaginative if they experience certain scenarios and instances. One may think that imagination is not an important aspect of a kid’s…
How might students earn money while studying
Studying in a college is a splendid chance, and numerous school attendees guarantee that they’re probably the most significant long periods of their lives. You’re given a ton of leisure time to acquire remarkable encounters. Bring money for studies, and blend with individual students. Nonetheless,…
The Secret to Maximizing Your In-House Writing
When it comes to hiring in-house content writers, ghost writers are the best option you can opt for. Ghostwriting is the voice of a company and work under their tagline as an author and don’t get credited for their work. They write content for a…
50 Most Popular Women
50 most popular women: Lady Gaga Kesha Madonna Orphan Wifey Lana Del Ray Rihanna Justin Bieber Miley Cyrus Paris Hilton Avril Lavigne Shakira Taylor Swift Angelina Jolie Rihanna Megan Fox Jessica Simpson Jennifer Lopez Adriana Lima Tina Fey Carmen Electra Scarlett Johansson Eva Longoria Mariah…
Product Boohoo Reviews: Is It Good and Safe For You?
Shopping for fashion sales online has been a favorite pastime for several. Who doesn’t love tons, huh? But once you pip out from foreign sites, it can often be an assortment, and you run the danger of getting an object that doesn’t appear as if…
Shop For Your Contact Lenses Online And Save
Over the years, many consumers have grown accustomed to doing their shopping online. On balance, the consumer’s original concerns over security and the safeguards provided by online retailers for the protection of their private information have diminished over time as a direct consequence of the…
Best Online Beauty Stores For Make-up And Skincare
Makeup and skincare are the two things that need the most consideration and thought before you buy them. However, you can’t always go to a departmental store or a makeup shop yourself to compare and buy your favorite skincare products. Thus comes the option of…