The journey of a client through call-center service can have a great impact on client retention. Customer service and the way companies deal with the problems encountered by clients using their service or product affects the lifespan of the business.
It is very well known that clients are the heart and soul of a business. If they are so hard to get, what can companies do to maintain a very good relationship and offer the best customer experience?
As we saw in the first two parts of this topic, having a call-center service can be an answer to the first part of our question. For the second part, in order to offer a customer experience at its best, having an automated call-center must be the first choice.
To continue with our topic, what happens if a customer contacts us repeatedly?
Oftentimes, the call passes through different representatives until a solution for the client’s issue is attained. With advanced call routing tools, the magnanimity of repeat calls has dropped significantly. But in most scenarios, based on the nature of the client’s problem, the call will pass through different brokers which frequently requires the client to repeat the particulars of the issue to several agents.
The length of this process and the repetition of the information to different agents might frustrate the customer. Besides, this kind of approach hampers customer relationship due to repetitive questions and increases the average call duration.
How can RPA help?
RPA facilitates the integration of different systems that help different agents keep tabs on the progress on a particular problem, without needing to monitor all of the applications. Using RPA in call centers, the comprehensive client profile with details from the preceding interactions could be loaded with just one click.
With RPA, the agents don’t need to request the same details repeatedly. All the data is already in the system. Consequently, this addresses the most important pain-point of consumers accessing call center services — often being asked for the information they already provided. In this manner, having an automated call center service improves customer support remarkably.
As we said before, RPA can take over the routine operations, those repetitive and tedious tasks, and release your employees to concentrate on more important tasks that require human intervention and decision.
RPA can be used in call centers for both on-phone and off-phone operations such as:
- Reducing the average handling time (AHT) by allowing much better and faster access to information, screen navigation, data entry, after-call automation. Other benefits are the possibility of call avoidance by automating self-service and reducing the back-office work through the automation of off-phone activities.
- RPA can work on the existing system. It doesn’t need any special conditions to be implemented.
- RPA can also be used in data migration, testing, object configuration, etc.
If you have a call center and you are thinking about automating the processes, FASTPATH Automation can help you!
Contact us and let us make your life easier!