It’s no secret that we’re currently in the midst of a digital transformation. Every industry, from agriculture to finance, is being affected by the emergence of new technology that’s shaping their processes and enhancing their efficiencies. In general, call centers have always been on the cutting edge of the latest technologies, but what truly seems to be revolutionizing the landscape is call center automation.
Why is call center automation important?
Automation exists solely to help save time and energy – two things that play a huge factor in the overall success of a call center. For those of us in the industry, we know that time is money, and in order to yield the highest ROI on our time, we need to be optimizing and empowering our agents to better serve the consumers.
This is where call center automation comes in. Automation is able to handle the tedious, repetitive tasks that take up a good chunk of an agent’s time. The less time they need to spend on administrative tasks, the more time they can spend collecting on calls.
3 Types of Call Center Automation you Need
1. Scheduling automation
Call centers wouldn’t be able to successfully operate without proper planning and management put into play. The biggest component of an effective management plan? Having a detailed, comprehensive schedule. Even though scheduling might seem like a relatively simple task that an agent could do themselves, it actually takes up a large portion of their time. Not to mention, just one scheduling mistake could throw the whole organization off and cause hundreds of previously scheduled calls to be lost.
2. Workflow automation
Call center agents have a lot on their plates. Between interacting with hundreds of clients to managing internal interactions and inputting data, it can be hard to juggle all the responsibilities. Workflow automation enables agents to set up automatic tasks that are handled by technology. These can be as simple as locating information for agents, or as complex as following up with leads.
3. Automated interactions
Self-service channels are not only becoming an increasingly popular option for consumers but an integral part of the call center’s operations as well. Marrying the need for both self-service and agent-assisted channels is what separates the good call centers from the great ones. Automated interactions enable consumers to seek help on their own, and ultimately, that’s what consumers want. Combining human interaction with the latest technology is what’s going to help you deliver the quality of service that consumers expect and drive your business towards success.
DirectDrop Voicemail is a technology that helps call centers leverage the power of automated interactions in their business. To learn more about how it can help your call center, reach out to us here.
