How RPA is Impacting Customer Service Call Centers
Robotic process automation (RPA) refers to a wide range of advanced, intelligent tools that are used to fulfill routine tasks. RPA is being used by various industries for scalability and cost savings.
One industry in particular that has a lot to gain is customer service. With the ability to provide solutions to common problems that exist with service, processes and technology, customer service call centers can employ greater efficiency, improved customer service and increased profitability using RPA.
Let’s look closer at the typical challenges of an agent-customer interaction and how RPA can solve them.
Limitations of Customer Contact Centers
When a customer calls into customer service, they speak with a representative who verifies the account and asks what the reason for the call is. The customer’s concerns are either handled by the present agent or transferred to the correct department.
Gathering information is difficult for the service agent, who has to jump from one system to the next. Verifying the account may be on one system while all other information – including current order status, prior order histories, pending/support tickets – are on another.
Navigating between screens is a headache for the agent, particularly when they aren’t proficient in the systems. Not to mention, junior customer service representatives will have an even more difficult time navigating the system. Additional challenges include slow processing times, different logins and copy/pasting between screens. If there are questions the agent doesn’t have answers to, they have to scramble to read manuals and training notes. All the while, the customer is waiting.
How RPA is Improving Customer Interactions
Robotic process automation isn’t just an easier way to handle tedious tasks. It offers widespread benefits for contact centers and customers that will elevate service levels and save costs. RPA Robots are trained so that they are capable of performing all rules based functions just as a human would be able to.
First, RPA provides a more seamless experience for the customer by having a near zero percent error rate. The customer can call in and have updated notes and contact information right off the bat. The service representative has an easier time relaying information and responding to the customer’s needs. This efficiency lets them take care of more people in a shorter amount of time.
Second, RPA allows agents to integrate data into fields so that all systems are updated by one entry. By automating processes and allowing for real-time data integration, communications are greatly improved.
Additional tasks that can be automated include the following:
- Billing customers
- Closing fraudulent accounts
- Order processing
- Compliance reporting
- Resolving disputes
- Sending shipping notifications
- Updating client profiles
The experience that customers have when they reach your customer care team is vital to the reputation of your business. One poor interaction can lead to a strong opinion of how your business cares for its customers. Depending on this reputation, you may win new business or lose it. With RPA solutions, your agents can provide a high level of customer service that allows your business to be the most accessible, flexible and relevant.