What automation tools would help your call center thrive? There are six must-have call center automation tools that will drastically change how your call center operates – in the best way!
An automated call center will provide telephone calls, emails, texting and other various software services that are done online.
The key benefit of using call center automations is that they help you save time and money. They also allow you to focus on more important tasks like sales or customer service.
Here are some of the benefits of call center automation:
Automating your call center starts with evaluating the process and tasks that the agents do daily, then determining which of those tasks can be automated. Not all tasks or processes will be able to transfer to automation or you might find that you prefer to keep some tasks as manual tasks.
One fear that managers often have with automating the call center processes is losing the human-to-human aspect. Although this can happen, it can also be avoided. As a company, it is imperative that you find a balance between automation and the human aspect. For instance, you can automate your emails for campaigns, but when a response is made to the automated email an agent can be assigned to the prospect for further communication. It all comes down to balance and the goals of the company, so without further ado let’s get into the automated processes.
Your agents spend a lot of their time calling customers, but they tend to spend even more time writing down notes after the conversation, documenting the lead’s level of interest, leaving a voicemail, dialing a new number, manually updating customer information in the CRM, making reminders to do a follow-up, etc.
With the use of a Power Dialer, agents would be able to keep the personal touch of a phone call, while also automating the other duties involved in making a phone call.
This would save much needed time and lower the possibility for human error.
Forecasting automation systems use predictive analytics to help make decisions based on past data. The systems help the agent or manager make the best informed decision, as opposed to making decisions based solely off their own understanding.
In the call center industry, you can mostly see forecasting automation in the form of predictive dialing, call routing, staffing needs, solution outcomes, etc. Through the use of statistical algorithms and machine learning techniques, it provides a more smooth and precise daily operation.
Forecasting automation is necessary for making informed decisions about the future.
Workflow automation seeks to make the processes of tasks, and other relevant work information/documentation operate in an independent way in accordance with the business standards.
This type of automation in call centers is used to manage the flow of calls within the contact center. One goal in particular is to evenly distribute calls for the agents and to ensure that they handle a certain number of calls per hour. In doing so, no one agent is responsible for the majority of the calls but rather the work is equally shared. For the manager it also helps in understanding the call center trends. For instance, the needs or excess of staff during certain times of the day or times of the year.
With the help of workflow automation managers can ensure that their staff is equally productive day-to-day.
Without planning and contact center management your company won’t have consistency in anything. While it is the manager’s job to bring order to the chaos, it isn’t always feasible with all the other tasks demanding their attention. By releasing that duty to automation the manager will be able to use their valuable time on other things.
Using rule-based algorithms and implementing the necessary variables, the automation system can then process large quantities of data in no time at all. Scheduled automation will take into account the business hours, an agent’s skill set, as well as their availability to provide practical and effective schedules so the call center can function at its prime.
Scheduling can be like a puzzle and can get complicated really quick, so by leaving that task to artificial intelligence the manager checks one more thing off their list of to do list.
Automated interactions can encompass all interactions that happen between the customers and the company, but you don’t necessarily have to automate all of the kinds of interactions. Some examples include chatbots, IVR, SMS, email, and voicemails.
By using automation for these interactions, the agents are able to provide faster service and it is cheaper than paying an agent to do it. These interactions can also be 24/7, which cuts cost even more if a call center has agents hired around the clock.
Many customers prefer to solve their own problems, so being able to get a quick response without having to speak to an agent will produce more satisfied customers. Furthermore, having the interactions tracked will provide information on the customers, the demand, and the times of high/low volume.
This automation will provide faster service, track important information, and save money.
With the new automated processes in practice, learn how you can improve your call center management!