Top 6 Reasons Why RPA-powered Customer Service is the Future of Contact Centers

Robotic Process Automation (RPA) no longer remains a technology for a select few industries or eminent multinationals. It is now accessible to all and used for various purposes that were hard to imagine a few decades ago. From booking a hotel room, doing web check-in, checking luggage at the airport, to booking doctor’s appointments, its area of applications is vast beyond imagination. The contact center industry is no exception.

According to a reputed global management consulting firm Kearney, RPA along with AI, can reduce the time required by agents to work on different contact center business processes by 25% by 2022 and 40% by 2027. There are various other reasons that are playing a vital role in increasing the adoption of business process automation in the contact center industry.

• Robotic process automation solution streamlines business processes and provides better visibility.
• It helps contact center agents to work at a greater pace and serve customers better.
• Assists in integrating different legacy systems and applications to reduce errors and improve compliances.
• Improves agents’ confidence.
• Reduces average call handling time.
• Enables agents to focus better on maintaining customer relationships and invest their energy in complex tasks.
• Reduces operating costs of call center companies.
• Increases First Call Resolution (FCR) rates.

This blog outlines why robotic process automation (RPA) is considered as a game-changer for call center operations.

Using intelligent automation solutions, virtual assistants can predict what customers want even before customers ask about what concerns they might have. Your RPA bot powered with Artificial Intelligence (AI) can analyze infinite websites, in-app activity, and past history in real-time to help contact center agents know what their potential pain points are and present relevant information. It helps in resolving customers’ queries faster without any delays and significantly reduces customer complaints and boosts customer satisfaction.

The rise in social media usage has also fueled the growth of messaging applications. Enterprises are now using customer service bots to create a better pull towards a brand through messaging applications. It is helping them to create new revenue streams and building positive brand awareness. Facebook alone has 34,000 chatbots on Facebook Messenger. Many industries like Clothing, Tourism, Airlines, etc., are exploring this. It is high time for the contact center industry to catch up on this space.

It takes almost $4000 to hire a contact center employee. Enterprises further invest on an average $4800 or more to train them. But the higher attrition rate increases the financial burden on call center companies. Using intelligent automation solutions for contact centers, you can ease the job of employees, make them become more productive, and improve their satisfaction level. Happier the employees, less will be the attrition rate. Moreover, there is a significant part of business work that is repetitive and can be automated using RPA. Using RPA bots, you can manage such operations with ease and accuracy. And the best part is “Bots neither tire nor retire’. Forget about leaving you. You just need to program them once and they will work for you forever while saving huge costs.

Gone are those days when people used to work only for a 9-5 job and went to bed at 10 or 11 pm. We are now living in a much-globalized world where shift timings, consumer behavior, and customer service requirements have changed to a great extent. Now, if your customer service is not available 24/7 then you are missing the pulse of your audience and industry and it can impact your business adversely. Agents may or may not be available all the time but contact center automation can help you serve your customers anytime they want. It helps build better trust about the brand and ensures your commitment towards supporting customers’ causes all the time.

One study shows that 52% of customers stopped buying from a brand after experiencing bad customer service. Interestingly, 42% of customers purchased more after experiencing good customer service.

RPA powered chatbots are free from anger, biases, unprofessional languages & tones, delayed response/no response, repetitions, improper data submission, etc. These factors usually deteriorate customer satisfaction and affect brand loyalty badly. RPA bot is insulated with all such things. Moreover, they serve matters very conveniently that are within their scope. At places where they find complexity, RPA software escalates such queries to senior authorities.

Buyers of a single product/service cannot be the same. Your ideal customer profiling could be the same but the buying behavior of each customer/prospect could be different. You cannot win more customers unless you pitch them with a personalized approach through your different sales & marketing endeavors. But to do so, you need specific data points and accurate analysis about their behavior. RPA can collect tons of data present at different systems, process them at a record speed, and present you with deep insights to know about your customers/prospects better. It helps in designing tailored campaigns to win them easily and surely.

Vraimatic is a reputed automation solution provider in the world. Being a part of  VSynergize, a globally renowned lead generation enterprise, we understand the nitty-gritty of the contact center world better and can help you roll out customized RPA solutions for your contact center. We ensure impressive return on investment within a shorter span of time with assurance on improved quality, accuracy, productivity, and reduction in operating costs by 50%.

Contact us now to begin your automation journey!

Phone: 1-855-203-8196

Email: info@vraimatic.ai