What does every contact center seek? Less wait times, low operating costs, happy customers, high efficiency, etc. However, increasing call volume and customer expectations are mounting pressure on call centers and agents. It means agents have to save as much time as possible, but it becomes difficult with manual tasks like call routing, dialing, data management, etc. These tasks are an integral part of call center operations. However, it should not act as a burden to agents or lead to more errors. Fortunately, businesses can resolve these pain points with call center automation. Automation is an advanced technology that is transforming a variety of industries.
Studies have shown 95% of contact centers plan to adopt, implement, or use automation by this year-end. A world with better functionality and faster resolution. And here in this article, we’ll discuss call center automation, its importance, and how it’s fueling smooth operations in the organization.
Automation refers to a technology that supports completing basic and manual tasks without human intervention. Meanwhile, call center automation simplifies operations in the organization with the integration of call center technology that automates repetitive/manual tasks and workflows. It assists the agents to save their time and focus on other significant responsibilities.
Research revealed 77% of contact center leaders said improving customer service is a top priority, whereas 60% stated that addressing workforce issues is a major concern. Automation aims to facilitate operations, encourage agent productivity, enhance call center efficiency, and other call center metrics like first call resolution, speed of answer, etc.
Do you know the top challenges contact center leaders face are increasing costs, hiring enough agents, handling call volume spikes, etc.? These challenges are complex to manage, but call center automation is the best solution to address these problems. It reduces staffing, improves customer experience, and increases profitability. Also,
At last, these factors support improving customer satisfaction, which is the key to business growth and revenue generation. According to reports, pooer experience risks 6.7% of business revenue, and on average that’s equivalent to USD 3.1 trillion. It’s no mystery that customer satisfaction leads to financial benefits for brands.
Call center automation is a powerful instrument for data compilation and research. Customer data provides direct insights about their preferences, service history, products purchased, and more. Thus, supporting agents to tailor their services to the individual and offer a more personalized, positive, and to-the-point resolution.
Apart from personalized CX, call center automation also increases the probability of resolving customer complaints or concerns on the first call. This result saves valuable time for customers and agents; hence, eradicating any room for frustration and anger. Moreover, serve customers with self-service menus and omnichannel routing, allowing them to find solutions independently.
Two factors matter most during customer interactions-first call resolution and fast response. And automation enables it while directing customers to the resources that have more relevance. Businesses have to deal with competition in the market, and call center automation can provide an edge for a better future.
Learn this: Around 83% of surveyed CX leaders will integrate agent-assist technology by 2024.
Consumers aren’t the only ones to benefit. Automation simplifies the operation of employees and calls centers. The technology helps agents avoid mistakes; whenever inputting data, thereby boosting their efficiency, performance, productivity, etc. Also, the system will have a consistent workflow, avoiding small mistakes or human errors.
Automation drastically reduces operational costs with greater operational efficiency. Do you know 6 in 10 CX struggle with the rising costs of employee recruitment? The process supplements the human workforce with virtual agents and decreases the average cost per call. Also, automating the low-level requests, thereby enabling agents to focus on higher priority, higher value, and better solutions.
Automation has proven to improve customer sentiment and satisfaction. Also, it helps agents quickly identify customer’s identity and past customer interactions with the brand. According to recent reports, customers who rate 5/5 stars are over twice as likely to purchase again. It’s the ultimate endgame for business, helping everyone in the organization to free themselves and focus their energy on personalized tasks and live human interactions.
The growth begins with a full-proof strategy and extraordinary tools. It’s time for your business to select a call center provider that offers automation and fills all your company’s needs.