The coronavirus pandemic is all over the world and unfortunately it has a huge impact on almost every business. Therefore, the need and demand for working from home has grown significant in 2020 and it will only continue, which of course also effect call centers. Meanwhile, this change is also having a big impact on how consumers are shopping, behaving, and interacting with businesses.
We are therefore forced to reinvent the ways of assisting and managing call and contact centers in the future. Both Robotic Process Automation (RPA) and Robotic Desktop Automation (RDA) bots will assist and empower the strategies, goals, and all the agents in the call center, whether they are working on-site or from home.
When agents are working from home there are many things that possibly can affect how productive, effective, and efficient they are in their work. But you can make it easier for the agents by giving them a “coach” in the background of their desktop, an RDA solution. The RDA bot will automatically control the quality of the internet being used and log all customer interactions. You then make sure that your WFM-agents have the right tools to deliver the best possible customer experience and service, and at the same time get the most out of their work, which will be shown in the Employee Satisfaction Index.
Another thing you might experience costs time and frustrations, both when the agents are on-site, but even more so when the agents are working from home: the annoying lost password situations. Throughout an entire workday, agents need to manage a high number and complicated mix of applications, which also means many different passwords. Studies from Gartner shows that in average an interaction with just one customer requires the usage of 19 different applications for the average contact center agent. This problem can easily be solved using RPA and thereby avoid unnecessary time delay. The RPA bot saves credentials in an encrypted format, which of course is compliant with data security requirements. It can obviously also automatically log in to multiple applications and put an end to security concerns.
With this huge number of different applications, the agents need to utilize within every customer interaction, the agents constantly copy/paste the same information into different applications manually. At the same time the agents need to make this seamless and unnoticeable to the customer. Instead, you can help both the agent and the customer with a form of notepad that can track key account and customer-specific info and carries it forward to new systems automatically.
Are your agents using shortcuts like calculators and spreadsheets to manage decisions based on the company's guidelines? Maybe it is time to cut down this stress factor from your agents and replace it with RPA that can automate mundane decisions and routine tasks, make simple workflows for all agents even without enormous training and onboarding.
It is very common that call centers have a huge volume of content and that it takes a lot of time for the agent to search for the content at every customer touchpoint. This can also be automated by using an RPA bot that tracks in real-time what is going on during a customer interaction and is able to jump in and help find the right piece of content at the right time. Based on AI and machine learning the bot is proactive and is always on the lookout for tasks to complete in the agent’s behalf.
In every interaction between customer and agent, the customer has his/her own way of explaining the needs and so has the agent, when it comes to solving the customer’s needs. What if you could help your agents and warn them if they act outside of what is considered best practice based on your own real data? Well, that is possible, and this type of effortless guidance is invaluable help to the agent. At the same time this can be used to track compliance processes and to maximize sales conversions.
Get assistance from a tool to prioritize the importance of the interaction and summarize key events, which minimize the manual summaries post interaction and it can also automate follow-up tasks, so the agents do not have to. Efficiency is the keyword here.
You might have an idea of how your agents are using different tools - screens, click stream, speech stream, and so on, but do you know why the agents are interacting that way? You can get that knowledge with intelligent machine learning. It can leverage current documentation and manuals and personalize the experience. So, in other words, this is a bot that gets to know your agents and helps you agents in improving their professional and personal skills.
In a shifting landscape of WFM and on-site, it is important to stay agile, so you can adapt to any situation in the future – or at least be as agile as you possibly can. A way for you to do that in your call and contact center is to host your software and solutions in the cloud. With cloud solutions you get to stay agile. Build your RPA and RDA solutions to handle everything in the cloud to maximize the ROI and operational costs if a new unpredicted like the Corona pandemic should emerge.
The onboarding process is different from organization to organization, but the operational benefits of an effective and efficient onboarding/training is essential and clear to everyone. In a WFM environment the onboarding becomes somehow more difficult. With RPA and RDA, you can still onboard agents while they are working from home and are alone. It also streamlines the process, so you make sure all agents are onboarded the same way and taught the same values.
The motivation that drives your interest in automation like RPA and RDA is very often different from your competitors’ drivers and motivations, but your end-goal is most likely the same. Cutting operational costs, improving customer/agent satisfaction, etc. are all means to reaching the ultimate end goal, which is always to grow the business. If RPA is implemented in the right way, you will grow your business!