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VoIP providers minimize latency by supporting point-to-point SIP calls, operating a global POP network and maintaining modern codecs. Dip into our guide and choose your VoIP provider wisely.
Customer service interactions are increasingly taking on new forms. The number of interactions businesses need to process is growing, and technology can help them manage the load. There is a solution such as call center automation that utilizes your resources more efficiently while also providing better customer service. It enables companies to handle complex queries without the need for a human agent or at least to minimize their involvement.
It may seem that every company is jumping on the automation bandwagon – but there is a good reason for that. Any industry could benefit from implementing technological advancements and accomplishing tasks faster. Here is why we are noticing a heightened interest in call center automation:
There are lots of specific types of call center automation, so it's impossible to list every single one of them. Instead, let's explore some of the most common and valuable automation groupings so that you can decide which ones will serve your business objectives.
The term combines several tools that gather information about customer intent. These tools give agents an advantage of being familiar with customer’s needs at the time of them making a call. For example, the brand has already gathered some data about the customer, such as purchase history or previous interactions. Then, an online knowledgebase for customer support or an AI-powered IVR gives the operator a better context about the customer.
Contact centers collect an enormous amount of data on what customers want, lack or have issues with. Companies can put these sets of information to good use. Forecasting automation tools utilize various methodologies to process and analyze this data. As a result, it helps businesses to make predictions based on trends they discover in the process.
Call center operations often consist of routine working processes and eventually, agents might make mistakes because of this mundaneness. Workflow automation can be put to use in many different ways to simplify these operations. The tool can accomplish repetitive tasks, simplify switching between applications and interfaces, structure input user data or even take on the lead follow-up tasks.
When on the call with a customer, operators need to be on top of their multitasking game. Agent guidance can suggest some solutions during customer interaction, troubleshoot the problem, offer legal advice, monitor compliance with industry regulations, etc. Overall, it helps your team carry out their work more efficiently by providing a personal assistance resource.
The goal of sales automation is to speed up the sales cycle and improve conversion rates. The way these tools go about this objective is nearly as complex as the sales/marketing operations themselves. It can accomplish time-consuming tasks, while agents devote their time to more meaningful processes.
The successful workflow of a contact center largely depends on the schedule and availability of needed agents. Automated scheduling helps businesses formulate the perfect scheduling to make sure there are no gaps or overlaps, no representative is over- or underutilized, agent availability is factored in, etc.
The very process of automation does not give you a guarantee that it will operate successfully. Therefore, companies need to follow some rules if they want to implement automation tools correctly. Here is how you should approach it.
Unless you coordinate automation with your business objectives, it will not benefit your company the way you want. You may already have your requirements clearly defined. In that case, you need to integrate automation changes without disrupting your goals.
If you are not set on your business requirements, it makes sense to attend to that task in the first place. Business requirements usually consist of:
Not all customers will accept sudden shifts in how your company’s call center operates. If you fully automate all processes and make your callers interact with a computer-generated voice, they may find it off-putting. And with such a competitive environment in today's market, clients have many other businesses to switch to. Make it a gradual transition or keep automated processes behind the scenes, such as fielding calls or directing inquiries.
As an extension of the previous tip, the ultimate goal is not necessarily full-company automation. Some links in the chain require human involvement, whereas others don't. As you learn more about your customers’ needs and expectations, you will be able to pinpoint which exact processes can be improved. Using automation tools does not imply eliminating all tasks with human involvement but making some adjustments where it’s needed.
Call center automation can fulfill tasks that are:
Whenever you are introducing new technology into existing work processes, you need to help your staff adjust to the change. The automation technique should be user-friendly and intuitive. Preferably, your customer should not be able to notice that the team is only getting used to the new system.
New improvements will not be able to assist your team unless they are fully capable of operating the software and utilizing its functionality. Without staff training and support, you are even risking making the current situation worse.
Automation positively affects different types of businesses for the following reasons:
The types of industries/businesses that can benefit from call center automation include:
If you want to answer customer questions faster and with more accuracy, it makes sense to consider call center automation. While it may take some time for your team to get familiar with the new system, it will help them down the line immensely. The system will provide all the needed information about the customer, and some issues will not even require an operator's intervention. From a business and reputational standpoint, it opens up many opportunities to forward-thinking companies.
VoIP providers minimize latency by supporting point-to-point SIP calls, operating a global POP network and maintaining modern codecs. Dip into our guide and choose your VoIP provider wisely.
In our fast-paced, digitally focused world, customers want personalized service at lightning speed. A Hubspot survey of 1,000 customers found that 90% of people expect a response from a live customer service agent in ten minutes or less. Because expectations are so high, the pressure is on for customer service agents to consistently provide quick, high-quality customer experiences. Offering an elevated level of service with such a fast turnaround is next to impossible with manual support alone. And even if you have some digital tools in your tech stack, traditional contact center technology can fall short when it comes to efficiency. That’s why choosing no-fuss technology that automates your contact center’s routine operations is essential for making tasks more manageable for your agents.
If you’re involved in evaluating cloud contact center services, you’ve likely recognized two distinct categories and a big difference in the amount of technical expertise required to implement them. You’re attracted to the ease of use offered by contact center as service (CCaaS) offerings, but their fixed functionality doesn’t fit your business needs. In contrast, a cloud contact center built on a communications platform as a service (CPaaS) offering provides unlimited flexibility, but requires expensive software development resources to build a complete solution.
We’re thrilled to have you aboard.