RPAs Place In Contact Centers

June 22, 2022

Contact centers are often the main area of communication that a business has with its customers. Because of this, they’re a critical part of many organizations and because of this are pressurized environments often with a lot of manual data work. This work is time-consuming and prone to error. Contact Center RPA (or Attended RPA) is a great way to improve nearly every aspect of its operation and we’re going to show you exactly how.

Why Is Contact Center RPA So Powerful?

Contact center RPA can develop from a small application to eventually being involved in almost every manual process that is normally taken care of by people. When you think about how much data flows through a contact center, you realize that RPA is a pretty revolutionary technology if applied in the right way. After all, robots are brilliant at dealing with data.

Best Benefits of Using Contact Center RPA?

The typical benefits of RPA are just the same when it’s used in contact centers. That means there are big cost savings to be made, a reduction in errors, and an increase in data processing speed. But in that improvement of speed and accuracy, employee job satisfaction increases and customers can be provided with better experiences, this helps improve customer satisfaction and can lead to greater customer spending and business revenues.

Top 5 RPA Contact Center Use Cases

Tracking Feedback

Contact centers often take feedback following calls to understand customer satisfaction. RPA can transcribe spoken feedback and update a feedback database. Once it has done this it can even be used to bring together the data and show trends to internal teams so that they can understand what the contact center can do to improve customer experience.

Order Management

When placing or revising an order, a lot of information that the customer provides must be gathered and placed into numerous, separate, databases. A robot can do this at scale without any risk of error. Also, a robot can spot missing or incorrect information and flag it to a human agent so that they can contact the customer to resolve the issue – again improving customer satisfaction.

Maintenance and Upkeep

A robot can monitor the uptime of services the business provides to customers and book an engineer if problems are detected. A robot can then send out a communication to the customer alerting them to the issue and checking that the booked time is suitable and offer an alternative if not.

Checking Customer ID

When a client calls in, an operator has to check who they are and validate their ID. They do this by checking details in the system. This often involves putting a customer on hold. However, RPA can use voice recognition to check speech in real-time against the database and provide the operator with confirmation on who they’re speaking to in an instant.

Updating Records

When calls are complete, operators have to update customer records. Manually inputting data in different areas of a business’ IT system is crucial but also time-consuming. Mistakes can cause poor data quality in the system which can pose regulatory risks. RPA reduces the risk of mistakes by taking the initial operator entry and then replicating it in every area of the system that needs updating.

Why Wouldn’t You Use RPA?

RPA can be used in any number of ways within contact centers to help reduce cost, improve customer satisfaction, boost employee satisfaction and increase revenue so what’s stopping you from getting involved with RPA?

Want the benefits of RPA in your contact center? PAteam can help, so get in touch today.

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