Call center tasks that are better delivered by automation tools

Call center tasks that are better delivered by automation tools

Faith Ocampo Published on September 24, 2015

With personalized customer service becoming a necessity to stand out in today’s competitive industry, does automation still have a place within enterprises? Both approaches have their advantages, and it seems that process automation has found its role in executing manual tasks. Perhaps, this is the answer to contact managers long-existing dilemma of delivering the best services while maximizing the number of customer calls.

The primary function of automation solutions tailored especially for call center use is to finish manual tasks faster. These technologies allow agents to concentrate on the human aspect of customer service. Their accuracy ensures error-free data entries while aiding in scheduling and organizing processes.

To allow room for personalizing the customer experience, you need to find a balance between the processes you can automate and those you cannot. Here are the five traditionally manual tasks that are better delivered through automation services.

1. Dialing outbound calls

Predictive dialers automatically extract phone numbers from your customer relationship management (CRM) software. They work by queueing outbound calls. Then, they connect agents only to calls already answered by customers. It thus saves call center agents from waiting for people to pick up their phones and having to deal with unstable signals. This leads to more calls and less downtime.

2. Sending follow-up messages

Sending an SMS or a short email after a transaction is a great way to summarize conversations and guide customers into further actions. However, this can be a time-consuming task for agents. With process automation, you can opt to send short messages to customers after a call. Just be careful in setting the criteria to determine the most appropriate follow-up message to send.

3. Dispatching printed materials

There are also automation solutions for distributing printed materials. If your customers need forms, brochures, and other resources, there are devices that can automatically print these documents using a connected printer. Thankfully, they don’t require any input from your agents, allowing them to focus fully on their own tasks.

4. Call-backs and follow-ups

Call-backs and follow-ups are a great way to gain customers’ trust, nurture leads, and boost sales. If your call center can get back in touch with customers promptly, it’s an indication of good customer service. To avoid missing scheduled calls, you can automatically set up calls to occur at a specific time. An agent may manually plot these schedules, or you may program the device for an automatic call-back after a few hours or days.

5. Call logging

Manually entering data into a database usually leads to several errors due to human inconsistencies. By automating data entry, you’re sure that the information you enter, which you ll later be retrieving, are free from all kinds of discrepancies. From call logs and system actions, everything can be easily documented using the right process automation tools.

Automation solutions made especially for call center functions make processes quicker and more convenient. They allows agents to focus on their core responsibilities, leading to better customer experience. The use of automation doesn’t have to get in the way of personalization. Rather, it enhances the way customer service is delivered, allowing brands to foster more sustainable client relations.

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.
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