Automation offers contact centers improved efficiency, productivity, and customer satisfaction – it’s a revolutionary technology. In this blog, we’ll explore the benefits, discuss how to successfully implement automation, and even share some insight into our recent work with FedEx that demonstrates the power of automation in optimizing contact center performance.
The role of automation in contact centers
In the past few years, automation has been something of a revelation for contact centers, with a wide range of potential applications – from chatbots and voice bots to the automation of data capture and processing. By automating repetitive tasks and offering instant support to customers, these tools have revolutionized the way contact centers are able to operate.
For example, chatbots can handle a variety of customer queries, from providing information about products or services to troubleshooting basic issues, and all without the need for human intervention. Similarly, voice bots can interact with customers via telephone, offering quick and efficient responses, in a more personal way, but still without the need for a human operator.
This not only frees up customer service agents to handle more complex tasks but also ensures that customers receive assistance quickly, which can be one of the most common causes of frustration for customers using contact centers.
The benefits of automation in contact centers
Many of the standard benefits of automation are applicable in a contact center environment, here are a few of the headline improvements a contact center can tap into with the right automation:
- Improved Efficiency and Productivity
Automation reduces the workload of human customer service agents, allowing them to focus on more critical tasks. This improves overall efficiency and productivity in the contact center, as well as employee satisfaction - Enhanced Customer Experience
Tools, like chatbots, offer rapid responses to customer queries, leading to higher customer satisfaction. Because these tools are always online, customers can receive support 24/7, without having to wait for contact centers to open
- Increased Accuracy and Consistency
Automation ensures that customers receive accurate and consistent information, as automated responses are based on pre-set data. This helps reduce human error and maintain a high standard of service
4. Cost Savings and Improved ROI
Implementing automation can lead to significant cost savings, as fewer human agents are required to handle customer inquiries. The improved efficiency and customer satisfaction brought about by automation can lead to higher revenue and a better return on investment in the long term
Implementing automation in contact centers
If you’re interested in bringing automation into your contact center, there are some key steps you need to cover. Firstly, you need to identify the processes in your business and understand which can or can’t be automated, and which gives you the best ROI. When you’re starting out with automation, you want big wins earlier on to encourage momentum and wider adoption.
Once you understand what you want to automate, you need to pick the right tools to get it done. No two contact centers are the same, so finding technology that fits is very important. That might require you to tweak something off the shelf or build a totally bespoke solution, but either way, it’s got to work.
When you’ve got the tools to automate your chosen workflows, you need to put resources in place that your teams can lean on. That can be in the form of training – ready for the launch of your automation(s) – but may also be in things like a resource center, where FAQs can be covered, and more in-depth content can be available for advanced users or the people you want championing automation in your various departments.
Our FedEx example
We recently worked with FedEx to implement an automated phone system that uses voice recognition technology to identify customers and their needs. The system is able to handle a high volume of calls and can direct customers to the appropriate department quickly and efficiently. Since its implementation, FedEx has seen a significant improvement in customer satisfaction and a reduction in wait times – these are big wins in any contact center.
A Guide For You
While the benefits of automation in contact centers are clear, and the steps to implement seem straightforward, what is truly important is carefully considering the benefits and challenges of automation in the context of your specific business. To do that you might need a guide, an expert, or someone who has done it before. For that, you’d be hard-pressed to find a better partner than PAteam.
Want to make automation a reality in your contact center? Reach out to PAteam and get started today.
