RPA in Contact Centers: Description, Advantages & Case Studies
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What is RPA?
RPA, or robotic process automation, optimizes an organization's normal, repetitive, and operational activities. RPA boosts operational productivity by automating rule-based processes so they can be completed more accurately, rapidly, and consistently. This allows employees to focus on more important tasks that require human understanding and judgment. It may save a lot of money on high-volume procedures and has scalability benefits that appeal to practically any company. When compared to manual processing, RPA delivers superior speed and accuracy.
RPA software can process operations 20 times faster than the average human.
RPA is an important part of the drive to improve automation. It has the advantage of being able to be introduced into a business process in phases and shows a direct effect on ROI wherever implemented.
What is RPA in the call center environment?
In the call center environment, RPA revolutionizes operations by seamlessly integrating applications, maintaining the integrity of the existing ecosystem. With task management systems empowered by RPA, a new era of efficiency unfolds. Automating repetitive tasks, traditionally performed by agents, not only enhances productivity but also ensures consistent and error-free execution throughout the day. This transformative technology offers a strategic solution for call centers seeking to streamline procedures and elevate overall performance.
How can RPA be applied in a contact center environment?
When it comes to contact centers or call centers, robotic process automation gives essential advantages by delivering answers to difficulties based on service, procedure, and technology with the introduction and advent of RPA.
Customer satisfaction is an important KPI for any firm, and call centers play an important role in determining its success. Contact Center Representatives are under pressure to increase overall income through upselling and cross-selling, as well as provide rapid, personalized, and quality services while also maintaining strong first-call resolution and fairly low handling time goals.
However, they deal with software that holds them down and needs them to use a variety of slow and sophisticated programs while interacting with consumers.
Although Business Process Management tools play a role, call center automation is the only way to avoid the significant concentrations of repetitive operations that plague contact centers and improve employee productivity, client satisfaction, and revenue.
Agents are sometimes slowed down by contact center processes, such as frequent authentications for disparate networks. When an agent must check in to the ticketing system, CRM system, and payment system all at the same time, it takes more time for him to complete his task, minimizing potential efficiency and decreasing client satisfaction.
Source: KPMG
When you consider how many queries each contact center receives each day, using RPA to ease even a portion of the strain will have a significant impact on optimizing procedures and increasing profitability.
For example, the digital-native Russian bank Tinkoff set up cloud-based call centers with freelance employees. The bank focused entirely on remote servicing, launched the cloud contact center in 2012, and now has 14,000 call center operators, with 6,000 of them making 500,000 customer calls a day from their homes. Most operators are non-bank employees located in cities where salaries are lower than in Moscow and have flexible work schedules. [Source]
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What are the benefits of using Contact Center RPA?
The call center industry has always had to deal with a lot of boring and repetitive jobs that are important but hardly demand any decision-making. Because call centers have such a large number of rule-based operations, automation will have a huge influence, improving the overall experience for both call center employees and customers.
Artificial intelligence (AI) and robotic process automation (RPA) technologies can cut customer care agents' time spent on typical processes by up to 40% by 2027.
With the digital revolution, contact center operations have become easier and more advanced.
Contact center Robotic Process Automation (RPA), automates tiresome activities and minimizes an agent's time spent on repetitive processes.
It scales overall operations and exponentially grows business by meeting the most important KPI of client satisfaction. Everything can be accomplished with this simple contact center system, from personalization and cross-selling to issue resolutions and other contact center goals.
Contact Center RPA simplifies the integration of several systems, allowing multiple agents to stay updated on the progress of a single problem without having to check all of them. In call centers, RPA allows the whole client profile, including details from past interactions, to be retrieved with a single click. The agents will no longer have to inquire about the same information over and over. As a result, the most common complaint clients have regarding call centres0 is being asked for information they had previously disclosed. RPA in Contact Center enhances customer service dramatically in this approach.
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What are the top RPA use cases for contact centers?
Contact center RPA can enhance efficiency and boost productivity for contact centers in multiple ways, as mentioned below:
Data Management
Customer information modifications are a regular contact center request. Before sending out a satisfaction survey, client information is usually validated, replicated in multiple frameworks, verified, and validated with them. A robot can do this more precisely and quickly.
With a robot, the human agent can instruct it to alter information while on the phone and confirm that everything has been completed, hence, increasing employee and customer satisfaction. Customers or organizations can customize the robot to execute tasks as needed, and Contact Centre can deploy a robotic workforce quickly.
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Transaction implementation
If we analyze the steps involved in placing or amending an order, this frequently necessitates information being sought up, collected, checked, organized, cleaned, structured, entered into several databases to make the purchase, parties being informed, permissions being confirmed, and the client being updated after the transaction is completed.
An automated workflow or robot can handle these tasks with more accuracy and precision, without failing to follow up. A robot can also alert the company to any anomalies that require agent action, ensuring that all consumers are taken care of. This also eliminates business risk.
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Optimized Services
The contact center's traffic drivers are a good area to look for these service requirements. Customers that desire a status update are an example. A robot can monitor the progress of a service or product delivery and take proactive action if an issue arises.
Another example is if a business offers solutions to a client at their home, a robot can verify appointment adherence. If a field agent is late, the robot can alert employees, keep the client updated, and help change the scheduling to ensure that the customer obtains the service that was promised. As a result, inbound traffic has decreased, and customer satisfaction has increased.
Pinpointing the Client from the network
When a customer contacts an agent, the agent must first verify them in the database in order to obtain pertinent information such as order information, item number, existing support requests (if any), delivery ID, and so on. This necessitates the agent to interact with the customer while simultaneously moving from one platform to the next: the repository, which contains the customer's information, and the other system, which contains additional information such as order information, invoice number, and so forth.
Data Modifications in the System
As when the call moves toward a resolution, the agent will be needed to modify the customer's account information. To do so, the agent must browse through different programs and change data in multiple categories.
Manually entering data across various fields in multiple systems is time-consuming and a crucial operation. Due to the nature of the task, it is not unbounded to errors that could result in incomplete or inadequate data quality in the system. RPA minimizes the risk of errors by allowing call center agents to integrate data from numerous fields of related systems utilizing a single entry. With the least amount of human participation, RPA may set up template auto-fill, copy-pasting data, field responses, and more.
Partnerships with technology or critical processes such as CRMs as well as other third-party solutions, decrease the time spent switching between applications on the desktop. Also, this helps in reducing the wait time for the customer.
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Handling Recurring Calls
In many instances, the call will be transferred between employees until the customer's problem is resolved. The number of repetitive calls in contact centers has decreased, thanks to better call routing solutions significantly. However, depending on the type of the client's problem, the call may need to be routed via multiple agents, requiring the client to repeat the issue's specifics to each agent.
Customer irritation, higher average call duration, client inconvenience, and other issues develop in this situation. The whole client profile, including details, can be obtained with RPA in call centers. RPA allows multiple agents to stay updated on the progress of a particular problem without having to oversee all of the applications. The whole customer profile, including details from prior interactions, may be retrieved with a click by adopting RPA in call centers.
As a result, the most common complaint clients have regarding call centers is being asked for more details they previously provided. RPA in call centers enhances customer service dramatically in this approach.
Workforce Automation
With such a large number of workers at call centers, managing each worker's data is a daunting undertaking. Also, the troubling issue of call center agent turnover leads to employee database data being regularly revised and updated.
RPA allows you to automatically update employee information via questionnaires or emails. As a consequence, data accuracy is preserved, and the data administration process is simplified.
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Reimbursing Customers
Once it pertains to process optimization, firms frequently disregard the process of processing refunds. Customers asking for refunds may get dissatisfied with the company's services. Therefore, it can be detrimental to the business brand.
Employing RPA to automate elements of the refund request accelerates the process while considerably reducing manual labor and preventing customer loss. You can automate reimbursements with Nanonets.
Preparing Reports
Although report preparation would not be a time-consuming procedure and does need some decision-making, it can divert employees' attention from their everyday tasks and consumes a significant amount of time.
RPA software may simply generate reports, analyze their contents, and then even mail them to key parties depending on the content based on the specified criteria.
Customer Interaction
The use of RPA for chatbots can resolve the customer’s issue swiftly or provide customers with a self-service option by allowing back-end application access. Using RPA, customers can have secure access to create and maintain their login credentials all while enforcing security measures and following compliance guidelines.
Source: HBR
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What are the benefits of using RPA for customer service?
There are countless advantages and benefits of using RPA for customer service. Some of them are
Cost Savings
A higher degree of efficiency is achieved when costs are lowered, and RPA is amongst the greatest choices for potential savings. When a customer service representative employs an RPA-powered system, the average handle time (AHT) for users decreases, as do the operating expenses.
Improved Assistance
Customer support representatives frequently work with multiple apps, shifting from one to the next or even moving data between multiple platforms. RPA can help your representative by preloading the customer context and retrieving data from numerous applications as needed.
Improved Methods
RPA reduces process unpredictability, implements compliance, and conforms to guidelines in addition to reducing errors and improving productivity. It can ensure that all changes to your system are recorded smoothly. Aside from that, automation bots function in the backdrop to perform tests and maintain your workflows current.
Enhanced Experiences
Representatives might spend a lot of time hunting for and analyzing client information across multiple platforms. RPA can perform this duty by searching up the whole process rapidly, allowing agents to reduce lead times and provide excellent customer service.
Effortless Execution
Adding an RPA solution to your existing framework is like adding a new overlay that will help it perform better. RPA is simple to adopt and does not necessitate the mobilization of resources by businesses. There's no need to even modify or eliminate any existing assets.
Source: McKinsey
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How to implement Contact Center RPA?
Recognizing Processes
Prior to getting into the execution, determine the procedures in your business that are monotonous and require minimal decision-making. Further components of recognizing such activities include determining the costs of various operations, how automating them will affect the process, and so on.
Labelling of steps for creating a map for every process and also set guidelines or regulations for each of them should also take place.
Data Inputs
RPA implementation necessitates the bot successfully completing the procedure step by step. This necessitates programming the bot to meet usage and react appropriately. The bot should undergo rigorous testing before its implementation and integration into the current framework to learn or function aptly.
Widening the span of the RPA bot
It isn't enough to just build an RPA bot. It's critical that the bot integrates with your team's existing tools. Designing and executing a new operational model is required to manage and include the RPA bot in your organization. Also, planning the deployment of the RPA bots and outlining new workflow models should take place while shifting to an expandable IT framework.
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