A telecommunications service provider in Finland had grown and wanted to deliver better customer service without hiring additional staff members. To enhance customer experiences (CX) without adding employees, the company turned to a robotic process automation (RPA) solution in our portfolio.
Within 20 months, the client deployed 40 bots, each focused on automating a single manual process. For example, a bot can check a public registry every weekend to see if details have changed for any of the company’s millions of customers – a process that human workers couldn’t complete within that time.
The first automation resulted in a tenfold increase in performance, and the business has gained the equivalent of 25 full-time hours per month.
That’s one example of how automation can streamline processes and dramatically enhance call center performance. If you want to deliver memorable, efficient, and highly personalized service without hiring more agents, you should consider contact center automation.
How contact center automation enhances performance
Automation increases productivity, streamlines operations, and enhances customer and employee experiences (CX and EX) in the call center. Here are some notable advantages of leveraging an AI-powered contact center automation solution from our portfolio.
- Addition of self-service options to enable customers to resolve routine issues without interacting with an agent
- Automation of manual quality assurance tasks to ensure compliance
- Lighter agent workloads, improving job satisfaction and engagement while reducing turnover
- Automation of tedious administrative tasks like scheduling, onboarding, and offboarding
- Option to scale a single automation across multiple channels for consistent service
Businesses have achieved a 30 percent reduction in average handling time (AHT) and a 35 percent decrease in customer call volume after implementing automation in their contact centers.
How to determine what automation to use in your contact center
Our trusted technology advisors can help if you want to explore contact center automation and artificial intelligence use cases. Our team has experience helping clients to identify and deploy AI and automation in their contact centers.
With our network of leading suppliers, the latest market data, and comprehensive comparison matrices, we can rapidly narrow the possibilities from double digits to the top 5 options that align with your objectives. Don’t spend dozens of hours navigating complex marketplaces on your own when we’ve already done the homework for you.
Start today by calling 877-599-3999 or emailing sales@stratospherenetworks.com to talk call center automation with our trusted advisors.
