Call automation is of growing importance in the call centre, with more than 5% of the world’s working population today now working Call or Contact centres. The challenge in call automation is of growing importance as call volumes are increasing; the cost of handling a call in the call centre is higher: and the cost of maintaining, managing and training the people is increasing too.
Never has the necessity to automate as many calls as possible, and as practicable, been as great as it is today.
Businesses are focused on saving money and reducing Call centre costs, largely through managing their largest bill, the labour costs. Call centres needs to handle routine calls more cost-effectively to allow their most capable and expensive Call centre agents to handle calls where they can add the most value.
Customer Challenge – Is the only way to handle these calls through an agent?
There is a perception that the only way to provide the “best customer service”in a CC is through a Customer Service agent. However, this is not how, the CC is organised because it is not cost-effective to have sufficient agents engaged in the CC all the time to handle the peak volume of calls received.
In all but a very few CCs the number of agents employed at any given time is deliberately less than the maximum number of agents needed to handle the peak. This is to fit cost-effectively in to the call profile of the CC where there are typically 2 peaks, normally one in the morning and another one in the early afternoon…which automatically creates peaks which means hold times for the caller? The question is when does waiting for an agent equal poor Customer service, the answer depends on why the customer called and their personal opinion.
However it is inevitable that for most people waiting to transact their business on the telephone any avoidable delay is very desirable. The challenge is in managing the very expensive and valuable agent resources so that their time is best used, focussed on handling calls where they can add the maximum value and avoiding them spending their time handling simple transactions like reading back information posted on their PC screens.
The way to do this is to use call automation to automate these simple calls, and activities allowing the CC agents to focus on the activities and calls requiring their understanding, knowledge and problem solving skillsets. The real challenge is understanding which tasks can be effectively automated in such a way that they deliver the service. These savings are only achievable if the customer actually uses the automated solution. To get them to sue the system at all the call automation must be FAST, SIMPLE and EASY to use and represent a convenient way to transact their business at any given time.
The cost of handling a call in a CC is approx £3.50 -£5.00 a call including all the labour related overheads and training costs of employing a CC agent.
The cost of handling a call with a call automation solution is less than 50p a call.
- Voice-driven systems can significantly improve the overall operating performance of virtually any organization that operates a call center. Today’s speech-enabled applications allow customer-driven companies to reduce call length, hold times and other service-related costs. The largest cost in Call centres is in Human resources, therefore even small reductions in the average call length will yield substantial savings in operational costs. Speech-enabled systems can be deployed to automate many mundane call center processes. This allows agents to focus on more challenging tasks, where they can add more value, thus boosting call center productivity while simultaneously improving employee satisfaction and reducing staff attrition.
- New market and revenue opportunities through the Internet has created a completely new paradigm. Leading companies are now using voice-enabled applications to access the large and growing volume of information available through the Internet. By deploying speech-driven systems that leverage this vast universe of Web-enabled content, organizations can dramatically expand and improve their e-Business strategies. An enterprise can use this capability to expand market and revenue opportunities, by reaching customers, by mobile and by extending its reach to customers who do not have PCs, or access to PCs at any specific time when they need information.
- Improved customer service. Studies have shown that speech-enabled applications boost both customer satisfaction and retention. A voice-driven application allows the organization to present a customized, highly responsive user interface to keep the customer interested and satisfied, while leading consumers to the desired information or transaction. Voice-based systems eliminate many of the constraints posed by the touch-tone interface, allowing automation of existing services and to introduce new and lucrative services . Speech enabled front ends can use the speech interface to interrogate the caller, identify who they are, why are they calling and then use business rules to prioritise which calls are answered first and use the appropriate resource, Agent or Self-Service, providing a personalized customer esperience to make them feel special.
PSS Solution – Call Automation
PSS’s expertise is as long term PRACTIONERS in delivering call automation. Utilising a set of common call automation development practices and processes to ensure that what is delivered is effective and importantly user friendly; Fast, Simple and Easy to use.