The unique business goals, requirements, and challenges of a contact center mean that these businesses are always looking for new ways to improve the customer service experience. As technology advances, a new suite of call center automation tools is being created.
And done right, it has helped businesses seamlessly integrate efficiency with personable and genuine human interactions.
In this article, we’ll go through 7 strategies and tools you should use for call center automation so you can streamline operations and work more efficiently. Let’s dive right in!
Simply put, call center automation, or contact center automation, is all about saving time and energy and offering exceptional customer experiences.
According to Statista, 87% of global organizations believe that AI will give them a competitive advantage by removing unnecessary human intervention and making call centers more efficient.
And while many traditionalists voiced criticism over contact center automation’s less personal approach, tools like chatbots and conversational AI aren’t about removing genuine human interaction.
Instead, with automation, reps spend less time entering data into a CRM, switching between applications, or connecting the customer with the right person for the job. This leaves reps with more time to focus on the actual conversation and how to better serve potential customers.
Manually attending to all tasks can cause delays. Whether a call center is fully or partially automated, it helps minimize the involvement of human reps and reduces the average handle time.
Consequently, this positively impacts service quality and productivity.
Delays can lead to a decrease in customer satisfaction, which can lead to lesser customers. And we all know what happens when you have fewer customers.
If you speed up call center processes, you can reverse this and generate more leads and higher revenue for your call center.
Studies show that almost 3 out of 4 customers believe that valuing their time is the most critical factor in good online customer service.
Call center automation starts the interaction right away with qualifying questions, authentication, and other methods to reduce handle time for the customer.
Running a call center requires managers to have a finger on the pulse. It’s impossible to manage scheduling and planning for the future without knowing how your team handles fluctuations in traffic. You can automate basic tasks and let management focus on challenging issues.
As products become more readily available, customers and clients are willing to drop a product simply because the support experience they received from contact center staff was poor.
So how can your organization reach these high expectations set out by the customers and clients?
To maximize the benefits of using automation, here are seven tools and strategies to start thinking about boosting your call center productivity.
Automated customer interactions refer to AI-powered customer service. It’s a blanket term for any customer service tool that allows a customer to speak to a program rather than a human.
Options for automated customer interactions include:
These call center automation tools all fit within this same context:
Like all things in business, the key is to provide quality content and service.
Whether that be routing them to the best department, following up with a customer after their experience, or incorporating human reps into the dynamic.
When revamping your call center with automated customer interactions, you should consider which calls should be routed to virtual reps or accelerated to human reps. Your decision should be based on the complexity, urgency, and emotionality of the customer’s request.
And don’t forget to follow up.
Reach out to customers to ask about their experience. If they didn’t have a positive experience, ask them what they want to resolve the problem.
NovoChat is a chat marketing platform that can help you tremendously in this aspect. With its centralized inbox, you can connect multiple communication channels and view them in one dashboard. This allows you to easily manage and monitor all customer conversations without juggling various tabs.
Customer service reps have a lot on their plates, and workflow automation significantly benefits contact center reps by reducing the daily mundane tasks they deal with.
The call center workflow automates the process to minimize the processing time and improve task execution and performance.
From making it simple for teams to collecting data through forms to moving between applications, input centralized information, and even following up with leads.
Workflow empowers the work from start to finish and enables a better-coordinated effort.
Workflow automation tools can be integrated with various forms as many tasks in contact centers are highly repetitive. The more you can reduce these repetitive processes for the agent, the more time they spend on the actual customer.
Some of the features of workflow automation are:
A great tip is integrating desktop automation software that blends the array of existing applications into a new customer-friendly workflow. This prevents reps from getting bogged down with so many different applications that weren’t necessarily designed to integrate.
HubSpot’s winning CRM is a reason it stands out. HubSpot’s contact center automation software serves as a central hub with all its jam-packed capabilities. Contact center reps can effortlessly access this centralized hub to access essential information.
Sales automation addresses a unique challenge contact centers have — support reps aren’t only in-charge of interactions, but of customer engagement too.
While customer interactions are essential, they’re just a starting point. Reps need to help improve one of the main goals of contact centers: increasing sales.
Sales automation focuses on simplifying and automating the sales process, ultimately increasing the sales cycle’s speed and efficiency and leading to more conversions.
You can automate many processes related to sales and marketing — emails, social media outreach, and omnichannel sales engagement.
The best way to do this is to bring in relevant customer information and data to help provide a more personalized experience.
Here are some processes you can automate:
Novocall is a business phone system that comes with features like a click-to-call widget, an outbound dialer, and call tracking to support both inbound and outbound call-driven lead generation efforts.
Novocall also integrates with popular CRMs such as Hubspot and Salesforce so that your data is automatically recorded in the system.
Investing in proper CRM software to centralize all customer information is sage advice. Investing in Agile CRM is an intelligent approach. This creates alignment between your reps and properly follows up with customers.
Nextiva is an easy-to-use solution that helps you connect with more callers in less time and with fewer reps.
With Nextiva, you get features like IVR, automatic call routing, and call queuing. Also, you can optimize agent call flow, leverage virtual reps to automate interactions, and streamline the experience for the caller.
Forecasting analytics, also known as predictive analytics, provides insight into customer behaviors.
This helps businesses evaluate behavioral patterns which allow call centers to provide better support, improvements, or ticket resolutions by analyzing customer behavior and predicting future actions.
But data is useless if there’s no one or nothing to make sense of it.
Forecasting analytics can help organizations by allowing them to understand their data better. It also shows them how to optimize their collected information by thinking without biases.
Essentially, it helps people make predictions based on trends in your workforce and those discovered in existing datasets.
Let’s say your lead response time is incredibly high at certain times of the day — this could be because of understaffing or a high influx of calls. To resolve this problem, use forecasting analytics to collect data and make room for the necessary improvement.
Here are some tips on forecasting analytics:
Pipedrive is an excellent CRM for contact center automation because it’s easy to use. It also comes with in-depth insights and reports that can enhance forecasting analytics. For these reasons, it’s ideal for those with limited CRM experience.
And there you have it! We hope that this article has given you insight into call center automation and the tools you can use.
The world is constantly evolving — and so can our processes.
With the help of AI tools and other automated systems, you can streamline your call center operations and ensure a more productive team.
If you’re interested in how Novocall can help your call center operations, get started with us today!
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