As consumers, we have become more demanding over time: we ask more questions, and due to the ease of access to information, we end up researching more in search of the best products/services and, of course, we increasingly value quality customer service. This new way of consuming has led to the need to automate certain processes, and call centers have not escaped this new reality.
We are in the Digital Age and, according to a study by GS1, consumers’ contact with automation is closely linked to the use of smartphones. Today, we solve most of our problems through messaging apps: shopping, scheduling appointments, complaints about products and services, etc.
By automating call center processes, it is possible to serve a larger audience with focus, agility and efficiency, whether through the brand's website, app, social media, chatbots or call center. The important thing is to have a strategy! The previously mentioned GS1 survey also showed that 65% of commerce and service companies use at least one customer relationship channel, and 24% of them adopt an IVR (Interactive Voice Response) system. In the industry, this figure rises to 32%. These numbers are not so impressive for nothing.
Well-defined and organized strategies generate a uk whatsapp data multitude of benefits, both for the client and for the business.
BENEFITS OF AUTOMATION PROCESSES IN THE CALL CENTER
If you’re still unsure about how automation can be beneficial, check out some of the benefits!
COST REDUCTION
The investment in technology that you make to implement automation pays off in the medium and long term, making all the difference to the company's results. The customer service process becomes much more efficient, as it allows agents to perform only essential tasks, resolving what would be more "bureaucratic", so to speak, with just one click, sometimes less than that. The possibility of increasing the effectiveness of the call center and increasing its availability to serve multiple extensions is a total game changer.
INCREASED PRODUCTIVITY
This is perhaps one of the greatest benefits.
The difference in productivity is so striking that it seems like there is a team before automation and a team after automation. The technology “relieves” the operators, as it filters the calls, meaning that only the calls that really require an operator’s attention are forwarded to them; anything that can be resolved through electronic channels will be. And look, you have no idea how many calls there are like this.
To further contribute to the agility of making calls, there is the predictive dialer, which allows operators to automatically dial from a list of telephone numbers, tracking busy signals, voicemail, no answer and disconnected numbers, which reduces the average waiting and service time, making the call center more efficient and productive.