Robotic Process Automation, or RPA, is revolutionizing multiple industries in different ways. One of the most positively affected is that involved in telephony communication; specifically, contact centers. Previously designated as “call centers”, technological changes in how people interact are prompting such businesses to manage inbound communication differently.
Certainly, telephony systems represent the primacy of interactions with existing and future customers, but Customer Relationship Management (CRM) software is increasingly being leveraged throughout this industry as a means of replacing traditional telephone-based marketing. As yet a total transition hasn’t taken place, but CRM has automation to thank for much of its usefulness. Accordingly, it has some crossover with RPA.
Forbes wrote an article predicting where contact centers will be between 2028 and 2038. The most likely outcome is a sort of hybrid between traditional call centers, and totally automated processes. The thing is, the human element will never be something that can be totally removed, even if it takes longer to get past automated responses.
This hybrid of increased automation, multiple means of outreach (including SMS messaging, emails, and apps), and traditional telephone interaction will likely define the future. To that end, RPA software is optimizing daily call center operations in a number of ways, here we’ll explore four features of this innovation that are boosting contact center efficiency worldwide.
1. The Obvious: Increases in Productivity and Efficiency
The automation of RPA makes it very easy for call centers to maximize operational potential at a minimal cost. When calls are automatically categorized, that makes staff more efficient and frees up management to assure everyone is operating at what optimums can be achieved in their varying positions.
2. More Accurate and Secure Interactions
Because automation requires categorization and archival of pertinent data, call centers tend to become both more secure, and more accurate, through the implementation of RPA. Some of the best cloud-based contact center software can make it possible for enterprise-level solutions to be enjoyed by call centers that are still technically SMBs.
3. Optimized Analytics and Scaling Potential
With cloud computing solutions, scaling is as easy as upgrading subscription services. Analytics stored through such server arrays also make it easier to get a data-driven overview of operations. Exact data can be collected and organized in a variety of ways, allowing even niche applications of RPA solutions that might not be repeated anywhere but your business.
4. Better Customer Service, Less Disruptive Operations Overall
With more optimal, efficient operations, your staff on the phones will have less difficulty handling customers. They can devote more of their energy toward helping problems be resolved. With more accurate and secure interactions, as well as an increase in available analytics, those in contact centers can more accurately handle customer issues also.
Optimizing Your Call Center With the Latest RPA Solutions
There’s quite a lot to recommend upgrading to RPA solutions throughout your call center. Customer service becomes more qualitative. Operations experience reduced disruption through more optimal functionality, preserving legacy software. Analytics are more complete and available, and scale-out is as simple as upgrading subscription services.
Interactions become more accurate and secure owing to the data necessary inefficient automation. Finally, both productivity and efficiency are enhanced through RPA solutions. At the end of the day, there are very few scenarios where RPA won’t prove a sound investment for a given call center.
If you’re managing a contact agency and have yet to consider RPA options, you might want to see what’s available. In all likelihood, there’s a solution for your business.