Increase Call Center Productivity with Robotic Process Automation Solutions
Its an experience most of us are all too familiar with. Call a Customer Service Center for any company, you might be put on hold several times during the call. The CSR takes the customer data, manipulates multiple internal IT systems to retrieve, update or delete data. Most CSRs switch between multiple computer screens while trying to satisfy the impatient customer on the other end of the line. The net effect in many cases is a higher than desirable AHT (Average Handle Time).
RPA Technology implementations allow CSRs to use RPA as their Virtual Assistants where the Robot can manipulate different IT systems much more quickly and accurately as compared to a Human. The CSR can focus on their conversation with the customer without additional and unnecessary distraction. For example consider a scenario where a customer wants to update their address information with the company. The CSR can take the key customer information (last name, SSN etc), feed that to the robot and the robot can pull up the customer record in multiple systems, giving the CSR a simple interface to update the record. Once the CSR enters that information the robot logs into the different systems, updates them and provides the status to the CSR.
RPA implementations have a much lower technical footprint as compared to traditional IT Integration projects since RPA mostly operates at the UI or Surface level (but has the capability to call in APIs as required).
Todays Call Centers are dealing with high attrition and lower customer satisfaction scores. We hear more conversations of recent about advanced AI based Chat Bots replacing CSRs however Chat Bot technology penetration is still very low because of the maturity cycle that the Chat Bot technology has to go through. RPA implementations can improve call center productivity in a very short period of time.
Accelirate is on a mission to help their Clients on how they can automate Business Processes using RPA, BPM, AI and Cognitive technologies. Accelirate focuses both on RPA and “Smart” RPA Technologies (http://www.accelirate.com)