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How Call Center Automation Stats Help You To Stay On Top?


It gives an impression automation is everywhere these days. It allows people to accomplish a variety of task faster. With the customer service industry is no exception, as technological advancement. Eventually, customer experience and business continue to discover the advantages of real-time automation.

Top Five Trends Of Customer Service Automation

Desktop Automation

This is very important for your customer experience design and customer service. Thus, the capabilities are preparing to meet the expectations today customer. Moreover, it is often reps struggle to cope with behavior, complexity of applications. These are easy not designed with goal to deliver the optimal customer experience.

Today, for more and more companies to adopting desktop automation. That is harmoniously combinations the array of existing application into new customer. The friendly workflow and targets that empower reps to focus on customer. Instead of wasting time dealing with system navigation and data entry.

Additionally, a product of complete enhancing the way of customer service agent. They interact with their desktop, regardless of channel. They will have more positive energy to personal retain customer. In result, they happy, loyal customer reps.

RPA Robotic Development Automation

Furthermore, it should see the continued emergence of robotic procedure automation technology (RPA). This is already stirring of change call center with automating different small repetitive.

Ordinary plans that have traditionally plays as such crucial role. The day to day operations include opening cases. Checking some order status, records updates or many more. Usually, robotic process delivering effective cost-saving solution for customer service operation and technology.

The research claim labor automation, RPA can reduce an industry’s operational price. As same time, it bring consistency to the customer experience and has zero percent error cost. It decrease handle times by enabling the customer service reps to integrate data. This is all across associated system with one entry, growing overall customer satisfaction.

Visual IVR.

Already with over billion smartphone user globally and growing the trends toward IVR. It will continue to gain trust as well as offering communication channel. It enables the user to leverage from their devices for customer services. That go with transferring the existing IVR technology onto their phones screen.

With secure login into the company website or mobile application customer. They can access an intuitive, user friendly visual IVR menu interface. Usually, user can touch throughout pictorial menus, speak to specific contact center agent. Even view holding time and select a call back option. This is all from the comfort of their smartphone.

The reality of visual IVR is fulfilling of several of promises that voice meant to. You can deliver an automated personalized & digital self-service experience to your voice caller. All at time the same.

Chat-bots.

With robotic procedure of automation technology for customer service with more companies. These companies are beginning to leverage that is chat-bot. The virtual assistants who can offer fast and cost-effective human-like customer service. The massive amount of customer data that is collecting with companies. It uses necessary as data warehousing for a system.

This data can translate into machine that creates progressive high level of intelligence. It also offers them the ability to learn the exact answer to any question over time.

Customer today expect to receive quick service across all channels at all times. There is intelligent virtual personal assistant that can be easily deployed. In fact any interface, including voice response, mobile application, SMs, web, instant messaging.

Huge Data Analytics

With today trend towards a big data analytics is also helping thing to automate. This is for how business communicate with customer. Utilize the complex data sets from different sources. Companies are gaining important insight into customer behavior and preference. They are leveraging these analytics.

Usually, brands also identify customer pain and passion points of more effective. Even more anticipating about customer will ask for in advance. A fast resolve each customer interaction. It drives sales and lasting customer loyalty. In fact, as per vendor of customer today, are willing to share personal data with companies. it is send to personalized offer and discounts.

As well as access becoming ever more comfortable. Have a look for further brands to finally make the push to leverage customer data from their CRM. This is create more tailored and automated customer experiences.

What are the call center automaton software?

  • As call center automation software is basically call center technology. It automates elements of what the contact center reps does with desktop tools. It says to customer during the call using pre-recorded audio. As well call center automation software help in improving the call center productivity.
  • The IVR (interactive voice response) module allows handling of large call volume. This is along with creation of complex call flows. And it provide text-to-speech (TTS), automatic speech recognition integration, database integration, scripting capabilities. As the software also validate caller.
  • Its purpose of making outgoing response or calls, forward calls to the right party. It also permits the system to record messages. It can gather usage statistics, balance use. And even offering reporting and analytics capabilities.
  • With the call center automation software it delivers real-time mentoring and history reporting. Reporting complete with Omni channel, custom reporting, task scheduling, exception notification, threshold warning.

The Benefits Of Call Center Automation

Complete Analyses For Every Call

Call center creates an enormous amount of audio files. It far too much for any quality assurance team to process them all. So, several call center is randomly selecting a small percentage of calls.

Reduced Time To Establish A Performance Trend

With manually assessing an employee’s performance that takes extra time. Thus, it can take weeks or even month to establish performance trends with any given phone reps.

More Objective Assessments Of Agent Performance

If you have a person assessing someone’ performance. So, there is always issues of personal prejudice. With bias, it keeps QA personal from a comprehensive assessment rep’s performance.

Increased Overall Agent Performance

All call center want their phone reps to do best. For resolve call faster and with more positive results. Furthermore, the slowness, incompleteness and potential prejudice in manual.

Conclusion

In the end, you have a quality assurance staff as large as your phone reps pool to assess every call. It doesn’t even cover the time. The odds are that your call center, that is only able to monitor a tiny percentage of all call volume closely.

When you automate your call center’s quality assurance processes. It will your business benefit from the use of advanced, machine learning. It also enables artificial intelligence in monitoring phone reps conversation with the customer.

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