Introducing Intelligent Automation in Call Centers

Introducing Intelligent Automation in Call Centers

Automation at the call center helps simplify existing business processes such as call
handling, lead, and feedback management. It also allows agents at the call center save time
and focus on more immediate tasks assigned by their managers. But what is the topmost
concern when we introduce any virtual call center solution - It’s to ensure that the customer
remains satisfied. 73% of customers adhere to a brand after an excellent customer service
experience, and over 17% look elsewhere after a bad experience.

Automation in call center solutions can be introduced at several levels:

Before a call

This is perhaps the most crucial phase. First impressions are, after all, most profound
impressions. Getting the customer to the right agent and setting the proper context for the
conversation are essential.

Scheduling

Call volumes in call centers can fluctuate greatly depending on the day, area, schemes, and
other factors. Ensuring that no agent is overutilized or underutilized can be a challenge. Call
scheduling automation or skill-based routing can help with this.

Chatbots

At the early stages of an intended conversation, chatbots can handle human interaction. The
chatbots converse with the customer and understand the requirements. After that, the
chatbots route the customer to the agent capable of handling the required queries.

In-between calls

The average call center receives up to 4400 calls a month. The insights obtained from the
massive amount of data collected between calls can help with forecasting and sales
automation.

Forecasting

Getting inside your customer’s head can be easier than you can imagine. With forecasting
automation as an inbound call center solution, you can:

1. Use multiple parameters such as demographics, age, interests, and statistical
methods to gather data.

2. Evaluate potential outcomes and understand the usefulness of each to your
business.

3. Predict the right course of action based on the insights uncovered.

Sales

As part of the sales cycle, several tasks are automated to be performed at specified times:
1. Emails may need to be automatically sent out to customers with repeat purchases or
a personalized one to a prospect.
2. Text messages may be sent out announcing new products or special promotions.
3. Send out appointment reminders to clients.

During a call

Agents will need help on call as well. The ability to automate some basic tasks at work and
get reminders to ensure compliance can be a lifesaver in virtual call center software.

Workflow

A part of the internal workflow in a call center may also be automated, allowing agents to
concentrate on more demanding tasks. The repetitive tasks such as sending out messages or
emails and raising invoices can be set up automatically by an agent using customized call
center solutions. The best part? There are simple drag and drop AI-driven workflows that
they can use to perform these tasks.

Regulatory

Agents at a call center need to ensure compliance, such as payment-related, then PCI, and if
medical-related, then HIPAA. Agents can be guided on the call by chatbots. The software
may even perform sentiment analysis. The guidance provided to the agent is in the form of
possible next steps, troubleshooting help, and sometimes even tips to avoid legal issues.

Closing words

That’s how it is possible to introduce automation in call centers in three different phases or
buckets. According to Capgemini, 63% of organizations have improved customer satisfaction
thanks to intelligent automation.

To know more, get in touch with us for how we can help you with call center management
or call center solution development.

About Ecosmob

Ecosmob provides the service to hire expert VoIP developers to design and develop an array
of business communication solutions. With the right blend of expertise and decade-long
experience, developers can deliver the ultimate business telephony solutions to enhance
productivity and efficiency. Ecosmob assures flexible hiring models to help businesses cater
to their requirements according to their needs and budget.

To know more visit https://www.ecosmob.com/