Published: March 25, 2019 | Comments
Contact center operations are growing in complexity. And, that’s an
Center leaders are under constant pressure to increase efficiency while
preserving or improving customer experience. On top of that, you must be
mindful of the needs of your agent workforce. Keeping up with productivity,
performance and especially engagement is essential.
In a recent conversation with Kevin Jolliffe, a contact center executive in
telecommunications, he explained how contact center robotic process
automation (RPA) enabled his team to achieve the metrics trifecta:
efficiency, engagement, and experience.
“When we decided to use contact center RPA, it was because of potential efficiency benefits,” said Jolliffe. “We quickly saw how reducing
traditional workforce planning administrative requirements drove
efficiency. What we weren’t expecting was the positive impact automation
had on agent engagement by giving frontline employees more control over
their schedules, along with the added customer experience benefits.”
Here’s how contact center RPA can help you achieve the metrics trifecta:
Workforce management professionals spend most of their day addressing
adherence and making staffing adjustments using time-consuming, manual
tasks. With automation, schedules are updated in real time, allowing your
staff to focus on other work. Also, automating activities like training and
coaching eliminates the repetitive canceling and rescheduling that happens
with the fluctuation of call volume.
What are the potential efficiency benefits? One leading telecom provider was able
save $25 million
by automating such processes with contact center RPA.
Improve Agent Engagement
Since agents represent your brand, providing a positive work experience is
a must. This is much easier said than done though. The monotony of the work
and dealing with frustrated customers can be quite draining on your agents.
And if training is constantly being canceled, your staff may not be
equipped or as confident to handle customer calls – especially now when
most customers resolve issues via digital self-service channels, leaving
more complicated situations for your agents to handle. Lack of training
could also leave your staff feeling as if they are missing out on career
A major health insurer turned this around by using contact center RPA to
automate training delivery and leverage agent available time. Offering more
development time and breaking up the workday monotony improved agent
engagement and provided a 3.5 percent lift in agent productivity – icing on
that proverbial cake!
Enhance Customer Experience
We all know customers want quick service and resolution from multiple
channels. Every minute a customer spends waiting is another minute spent
building frustration. If your agents aren’t adequately prepared to resolve
issues quickly, it could negatively impact the reputation of your business.
But for call centers, trying to keep pace using existing technologies is no
Businesses using contact center RPA ensure each channel is appropriately
staffed in real time as volume fluctuates. If volume rises and agents are
needed, they’re notified to pause their off-phone activity and return to
call handling. If agents are on a lengthy call, they receive a prompt
asking them if they need assistance. If they do, their supervisor will be
alerted immediately, providing an opportunity for early intervention and a
better customer experience.
As mentioned earlier, agents have a direct impact on customer experience. A
leading telecommunications provider noted a
4.5 percent improvement in First Call Resolution
(FCR) by automating training specifically for poor performers.
Using contact center RPA, you are provided a variety of ways to achieve the
metrics trifecta. By simply innovating and effectively focusing on these
three areas: efficiency, engagement, and experience, you’re operating at new
levels of success.