5 Proven Ways to Make your Contact Center RPA Successful

It is no secret that Robotic Process Automation (RPA) can significantly improve the efficiency of contact center operations and agent productivity. It can pay huge dividends to contact center managers by reducing errors, minimizing call duration time, elevating customer satisfaction, etc. But all such immeasurable benefits can only be achieved if you roll out RPA successfully.

Here, we are presenting you with all such necessary tips and information that can help you make your contact center automation journey successful.

Before initiating a robotic process automation (RPA) project for your contact center, first know the capacity of RPA, its strengths, and boundaries. Having a pragmatic view is always better than living in a dream world. It helps in setting the right expectations and assists in meeting business goals without fail. Therefore, after accessing the true potential of RPA, you should first select the right business processes to automate. Remember, not all business processes are considered as good for automation. Therefore, keep the below-mentioned things in mind while picking business processes.

• Start Small: Don’t go for a full-fledged automation roll-out immediately.
• Run a process discovery campaign to get aware of the nature and working pattern of each business process.
• Filter out those business processes first that are business-critical, execute in high-volume, and consume a lot of time and effort.
• Go for rule-based business processes in the first phase of the contact center RPA project.
• Start with Attended Automation where human intervention is required.
• Don’t pick such a business process in which a small error can lead to catastrophic failure. Not at least in the initial stage of rolling out the contact center RPA project.
• Check what business value each process can deliver. Choose those that can make a significant positive impact by implementing RPA.

The higher authority has the liberty to make big decisions but if that decision is not well communicated in advance to all stakeholders, chances of resistance may arise. Sooner or later. Therefore, while implementing RPA in a call center, you must hold discussions with stakeholders, understand their pain points, take suggestions for automation, and clear their doubts regarding RPA.

It has been observed in the past that while implementing RPA in a call center, employees show resistance. It might be due to the apprehensions they might have regarding their job stability or growth. You must educate them about the benefits of RPA in making their jobs easier. Ensure that each worker has a clear understanding that RPA is going to make them more productive and gives them enough free time to focus better on high-value tasks. Call center robotic automation can bring more efficiency and accuracy to their work that can help elevate their performance as well. Unless you brief all such benefits to them and develop confidence amongst all stakeholders, especially amongst the contact center team, you cannot achieve a successful RPA roll-out.

Every industry is different, so thus business processes are. In the contact center industry, you need to understand the functionality of each business process that you want to automate and also understand what you want to achieve through automation. Find out Key Performance Indicators (KPIs) so that you can evaluate the effectiveness of your RPA implementation for contact centers. Some of the must-have metrics are:

• Average Handle Time (AHT)
• First Call Resolution (FCR)
• Average Hold Time (AHT)
• Employee Satisfaction (ESAT)
• Customer Satisfaction (NPS)

Another way to check the success of implementing RPA for a call center is to gauge the magnitude of work that is being repeated due to errors – before and post RPA implementation.

The contact center industry executes various business functions on a day-to-day basis. Many of its functions are complex to handle and equally challenging to automate using RPA. It is thus vital for call center owners or the people in charge to select the right RPA solution provider that can match their expectations and deliver cutting-edge automation solutions to bring greater business value. A few things to consider before hiring an RPA vendor:

• Check how many bots they successfully delivered.
• On which automation tools they have expertise. Every tool has its own benefits and limitations.
• Analyze their years of experience, manpower strength, clientele, customer feedback, and reputation in the market.
• Check for certifications, awards, collaborations. It gives a glimpse of their authority in the market.
• Commitment towards quality, timelines, and post-deployment support.
• Analyze pricing models with different RPA vendors.

Also, give your staff robust training on automation tools so that they can work comfortably post RPA deployment without any hassle. While setting up a team for a post RPA deployment scenario make sure you have with you all the people ready with different skill sets and job roles that are required for the success of RPA roll-out.

RPA brings significant changes to the working ecosystem of an enterprise. A small error can create disturbance and lead towards a sense of uncertainty amongst employees. Therefore, it is always advisable that you test RPA solutions in a simulated environment first, verify the outcomes as per expectations, debug issues if found, and ask for an updated RPA software from the RPA vendor. Only after experiencing satisfying results, you should go ahead with the updated version of the automation solution.

It will make your automation project a success.

Vraimatic has a distinguished reputation in the automation industry and has collaborations with automation leaders – Automation Anywhere & UiPath. We understand the world of the contact center industry and its challenges. Through our automation solution, we can help you bring digital transformation in contact center operations and assist in delivering greater business value in a very cost-effective manner. Contact us now to begin your journey towards enhanced success.

Phone: 1-855-203-8196

Email: info@vraimatic.ai