Episode 1: How to fight against the consumer attrition with call center automation
All over the world, billions are lost each year due to poor customer experiences and customer attrition. Customer attrition occurs when clients break all connections with a company. The churned clients do not interact with or buy from a company after a given period. Most of them do that after feeling irritated, hurried, neglected, unhappy, unsatisfied, stressed, disappointed, or frustrated. Any company of today is in the business of feelings, where the reactions of the customers might make it or break it.
Especially in the last months, since the daily paradigm of behaviour, consumption and spending has changed so drastically, the customers’ feelings are of major importance for your business. Inducing any of the negative emotions during the customer experience will cost you reputation, revenue, lost opportunities, and much higher costs trying to fix the problems that result after the incident per se.
You might wonder which might be the connection between feelings and robots
There are many steps of the customer care journey that can easily escalate to a full-on frustration storm, either for the customer or for the employee. As many business gurus say, we are living in the era of emotions, of connecting with the companies that offer the most frictionless and the more positive charged experience.
As UiPath states in the whitepaper entitled Think Automation First to Deliver Exceptional Customer Experiences, that holds extensive information on call center automation: there are an estimated 14 million contact center agents globally across a variety of industries, company sizes, and countries. While each industry faces its own unique problems, the frustrations around customer contact centers are global for businesses and customers alike.
The optimal solution is call center automation, using UIPath software robots
Call center automation is a vital step for increased employee efficiency, optimum customer satisfaction, and enhanced operational profitability. Business process management (BPM) will play a role, but the high degree of repetitive tasks within customer service centers means automation will have the best impact.
RPA is helping businesses automate manual, repetitive procedures leading to the acceleration of electronic transformation, increased earnings and productivity, compliance, etc.
The call center industry has always struggled with many repetitive and tedious tasks that are necessary but rarely require any real decision-making. The excessive scale of these rule-based works in the call centers mean that automation will have a considerable effect, improving the overall experience both for call center agents and customers.
Follow our blog, we prepared a series of articles centered on different procedures that will be automated using RPA, in many industries, starting with the call centers and customer support departments.
The next article will be about identifying the process where the robots will support the customer journey.
FastPathAutomation, Silver Partner of UiPath for the Netherlands, will help you keep your humans happy and your business thriving. Find out how!