5 Ways Contact Center Automation Boosts Employee Productivity
Customer demands are dynamic, and digital technology is swiftly advancing. To be on the safe side, stop relying on outdated communication channels to fit your current needs.
If you need to boost the productivity of your employees, consider using a Contact Center approach. It is a vital way of communication between companies and their customers. In general, call centers are an important part of a company as clients have to contact the company for enquiries.
Therefore, companies and businesses must come up with the most effective and efficient ways of communication. The most effective communication tech is the VoIP phone system.
Technology is here to improve our lives.
Automating call centers will be the most essential activity a company will do to improve employee productivity.
So how can automation in call centers boost employee productivity? Let’s see…
It Saves Time
The modern customer has no time to wait for five minutes for a call to be answered. Call automation reduces that time of call wait as there is an instant response. Employees waste a lot of time listening to each and every call, and taking down a lot of information.
Voice recognition and conversational IVR cuts down the duration by automating the collection of customer information. The interaction between the customer and the agent can focus entirely on resolving the customer’s issue.
The technology businesses use collects this information in a short time. When an agent responds to a customer, they take time because the agent may understand the customer.
With automation, this is much easier.
Reliable and Consistent Contact Center Updates
The customer service that a business provides in the morning should be just as excellent as in the evening. Providing consistent and reliable service to customers is vital to the company/customer relationship.
However, achieving that relationship is not easy. It's difficult for employees to keep consistency and reliability, and automation can help. For example, automated agent guidance can help to keep service consistent no matter which agent handles a call.
This is also useful for training new agents.
Massively Increased Efficiency
Efficiency is another key aspect of customer interaction with employees. Call automation has a great impact on efficiency, and therefore on a business’s margins.
Reducing Average Handle Time (AHT) is one of the key benefits that automation offers to call centers.
AHT is the time a human agent requires to handle a typical interaction. Automated systems can help to reduce this by presenting agent with important contextual information. Agents don’t waste time doing manual research and bingo, calls get shorter.
Natural Language Processing also means that the entire interaction can automatically be transcribed, scheduling next actions and conversations and prompting the agent.
Increased Customer and Employee Satisfaction
Satisfying both customers and employees is something that businesses spend a lot of time worrying about.
There is a range of customer satisfaction metrics that they focus on and monitor closely, and these can improve dramatically based on automation initiatives.
The improved agent satisfaction is easy to explain; there’s less tedious data entry to do and more genuine human interactions. Confusing laborious processes are replaced with simple, intuitive and guided ones.
What about customer experience? That’s improved by faster and more streamlined interactions, less need to repeat themselves and, yes – by happier agents!
Better Feedback
Employees play a big part in delivering feedback, concerns, and compliance. When these three are put together they become a huge task for employees. Company managers expect every call agent to provide every customer detail as provided by the caller.
The only practical way managers and business operators can meet such targets is through the automation. Call automation will ensure employees have access to every customer's information and give the appropriate data. It’s worth mentioning that businesses rely on customer feedback for growth and operations.
Productivity only improves when the company conveys information to the clients and also receives instant feedback. The cycle paves way for growth and development in the business. Without feedback, it's difficult for any business to predict the views and suggestions of the clients. Contact Center automation prompts adequate and reliable feedback from clients, which inevitably improves productivity.
Automation Techniques
There are numerous techniques that may enhance efficiency in communication:
1. Voice Biometrics
Voice biometrics bring the advantage of a person's voice for security. This technique enhances the verification process.
2. Chatbots
Many online operations are embracing the use of Chatbots to answer simple inquiries. This tool records communication for assistance. Besides, many customers can use it at the same time.
3. Artificial Intelligence (AI)
It is possible to simulate human intelligence in machines (artificial intelligence). This technology is accurate for problem solving, communication and verification tasks.
Conclusion
Communication gauges employee rate of productivity and the company's development level. The introduction of contact center automation is a definite way of enhancing and boosting employee productivity.
About babelforce: babelforce is a global cloud communications platform focused on No-Code integration and automation. It allows non-technical people to build even the most complex integrated processes for customer-facing teams, particularly in the call center.
