When we talk about Robotics and business automation, we often talk about how we can automate processes and remove manual work from agents and even for customers.
What some often miss, is other huge opportunities that will follow if you choose RDA (Robotic Desktop Automation) as your robotic solution - a solution that can operate in real-time environments.
By Torbjörn Hörberg, Customer Experience Expert at TM Group
One of the things I see has huge potential with RDA, is the training for new agents or agents that needs to shift skills to either overflow or high number of interactions.
Often, I hear from call centers that they overflow to less skilled agents to ease the pressure for agents and waiting time for customers.
As an agent you will normally do training through PowerPoint sessions mixed with some training side by side with experienced co-workers and afterwards take interactions on your own. This is a lot to do in short time, and agents really do need the practice before they feel confident about working with interactions.
However, the training time depends on the complexity of the interactions, but probably between 1-8 weeks.
With RDA we can do several things to shorten the training period and also helping the agents after they have completed the training and have taking their first calls.
We can build a full training course in the applications the agents are supposed to use and thereby just have the PowerPoints as references. The agents can skip the master classes and be hands on early in the process. We can take on the process and RDA will completely show the agent where to click and why, explain each step within the application.
We can also hide buttons in the application that does not appear until all steps are ok, like a save button in ticket system.
After the agent gets more skilled and can do more on their own, we can just have RDA monitor in the background and remind or guide, if the agent misses anything.
This also makes the skill overflow a lot easier, agents from other departments can step in, with the help of RDA, and take these interactions and perform the process as well, even if they are not trained for it.
With this approach you can bring down your training hours significant and have your agents on the floor taking interactions much faster. And studies show that if you get interactive training you learn faster and are more motivated to master the content.
You will also decrease the amount of human error; new hired agents can contribute to when they take their first calls.
And of course, you see a more flexible flow in your call center as you can mix skills on another level than before.
If you want to know more about this, do not hesitate to contact me and lets book a session and see how we can help your business