Effective Tips to Improve CX with Call Center Automation Features

Call centers put sufficient agents to handle incoming client calls. However, there can be situations where call volume is higher and the call queue gets longer. For example, due to COVID 19, many countries had a lockdown and because of that, minimum or no staff was available to handle client calls. There can be other reasons behind a similar situation. Even if you have enough agents, why not use the power of your call center solution to reduce call wait time and the number of agents to improve customer experience. It will also increase the ROI.

In this blog, I will share how you can introduce automation effectively and improve customer satisfaction by delivering a superior quality customer experience.

1. Identify areas that can be automated

The call center solution has many features to automate conversations, but before doing that, you need to know what to automate. Do not get into the trial and error phase or automating everything you can. Some calls need agents’ assistance.

The best way to identify areas to be automated is by checking the information you have such as:

• Call recordings
• Call disposition
• Reports

If you use an omnichannel call center solution, you can also check

• Email
• Support tickets
• SMS
• WhatsApp

This information will help you learn about frequently asked questions or short questions, which can be answered automatically. For example, answering the following can be automated using a call center solution:

• Status update
• Due amount
• Due date
• Latest offers
• And more

2. Use call center solution and other platforms to introduce automation

The call center solution offers many features to automate various actions. In fact, answering all questions can be automated using it. Along with automation features of the call center solution, you can also use other platforms such as:

• Adding an FAQ page
• Adding video tutorials
• Adding blogs and eBooks
• And more

3. Run a post-call survey

If you are not using automation already and giving it a try, then remember, it is not a one-time process. In fact, you cannot just leave it after automating some ways of responding. You need to be sure, whether you are on the right track or not.

The ultimate goal of any business using a call center solution is to delight customers. Therefore, it is necessary to know your action towards reducing the call queue and giving instant responses is actually helping or not. For that, you can simply run a post-call survey asking if a customer is satisfied with the answer or not.

4. Measure, refine, and repeat

Once you introduce automation and get tangible feedback from the post-call survey, you know what is working and what is not. Moreover, supervisors need to measure KPIs after introducing automation. Based on the knowledge and data collected, the strategy of automation should be refined. This is an ongoing process. With changing demand, time, and clientele, you need to continue measuring, refining, and repeat this process.

Automation benefits businesses in multiple ways. To introduce automation get a powerful call center solution. We have one. Contact us for more details