Technology is growing rapidly year by year and huge progress could be seen in machine learning, AI, automation of work, and customer service. Due to this, a lot of regular tasks and activities are handled by automation software and not by call center representatives so that they could focus only on complicated and challenging issues. 

Call center automation simplifies the process of businesses and increases efficiency in customer service. It is also a great way to enhance real-time customer support and eliminates all unnecessary costs. With an automated call center, companies can improve their sales, and revenue and control additional costs and become more productive on different levels. 

But the question that arises here is, how will you provide a great customer experience through call center automation?

This article covers various aspects of call center automation that will help to ease your business processes.

What is call center automation?

Call center automation is a process that involves the performance of repetitive tasks with the help of software or technologies by eliminating human interference in various business processes. It saves a lot of precious time for big companies and also improves first call resolution (FCR).

With contact center automation, different systems can be easily integrated into a single tool and you can monitor all the customer service data in a single system. 

For example – customers can check their account balance using automation software that converts interactive voice response (IVR) to automated speech recognition (ASR). It also helps to verify the identity of customers before connecting any call to an agent. 
You can also use artificial intelligence (AI) and various automated tools to handle your inbound calls. According to Cognigy, call centers cost can be reduced by 40% when both automated inbound call handling software and AI are applied together to deliver a better performance.

Call center automation should never lack in the following aspects.

1. Customers should get a feeling of natural conversation when talking to automated robots in both written and oral communication. 
2. Automated software needs to be flexible and accommodate perfectly in terms of language and pronunciation with different customers.
3. Call center automation software should be able to work under multiple platforms such as social media, text messages, phone calls, email, chatbots, or internal databases.

Role of AI in call centers

Call centers generally rely on ticket resolution to utilize the human resource most efficiently. However, due to the rising service requests, a major impact could be seen on the workplace due to the limitation of costs and human resources. 

AI uses a single system and transforms the activities of a call center with its non-restrictive support systems to tackle various situations that occur regularly. Automated call centers use powerful tools which lower the errors in business activities and improve the overall customer experience and satisfaction. 

Automated software such as talkdesk can be used where businesses will delegate the instructions and tasks so that they can work on those areas with the same proficiency and improve customer engagement so that employees can focus more on critical problems. 

With the pre-defined algorithms in AI, companies can eliminate inaccuracies and increase operational efficiencies.

7 Types of call center automation

Here are the 7 most popular types of call center automation.

1. Call scheduling automation

This contact center automation method lets you schedule calls on certain pre-defined criteria. To set up call scheduling automation, you need to link the relevant data with the appropriate criteria. 

Outbound calling is a part of automated call scheduling as businesses considered it as a part of their customer service. This system also provides customer data to the agent so that they know the information about the customers and the reason for calling back. 

According to IBM, 75% of a six-minute call is mostly spent on research about the customers. If the agent is having a piece of prior information about the user, then this time could be saved drastically. 

You can automatically schedule calls in the following cases:

• When a customer approaches you for contract renewal 
• When a lead reaches the last stage of the sales funnel, it indicates that they are ready to buy your products
• When a lead fills a form on your website and requests a callback

Call scheduling saves a lot of time for your company and call center representatives so that they can focus more on technical calls.

2. Automated interaction with customers

Using a self-service tool such as a chatbot can be considered an automated interaction with customers and an AI-powered IVR is an example of automated interaction through voice. 

The call center agents get the advantage here as this technology provides the search intent and needs of customers in a live chat or a call. This software monitors the previous purchase history and customer interaction and gives clear information to the agent for better customer support and improved customer experience.

3. SMS automation

It is one of the most important customer support channels. SMS-based automation is set by the call center service team which provides more information about your products and services that cannot be provided every time in a call. 

SMS is sent to potential customers in the following cases:

• Sending customers feedback form or survey to collect feedback after purchasing a product
• Providing information to customers when they call during the closing hours of your call center in the form of automated replies
• Sending messages to confirm sales, appointments, and deliveries 

All these tasks save a lot of time for call center agents.

4. Sales and marketing automation

It is to automate all the tasks related to sales and marketing to provide a personalized experience to customers. Sales and marketing automation solutions automate all the sales and marketing tasks such as customer onboarding, sending announcement messages, sending post-sales emails, or running sales campaigns.

This automation improves conversion rates and the overall customer lifecycle management.

For example – With previous purchase history analysis of customers, automatic sales offers can be sent through emails to those users.

5. Visual queuing automation

Reducing hold time is the best practice companies can do to improve customer service but it becomes impossible for call center agents to immediately answer all the calls of customers. 

Virtual queuing automates the whole process such as setting pre-defined time slots, agents’ availability, or handling call volumes. An IVR can also be used to collect the reason for the call so that agents would know it prior and as a result, they provide proper information to them. 

Virtual queuing works in the following ways:

• Customers first contact you
• Your IVR will pick up that call and if no agents are available at that time, it will place the call in a virtual queue
• If the customer hangs up the call, the customer care team calls them again when they are available

6. Workflow operations automation

Whether it’s entering data, interacting with clients, or sending emails, there are many workflow operations performed by call center agents but all these tasks involve human error. 

This automation ease the process as agents can automate the repetitive tasks and AI will handle all the business processes without any error. Workflow automation software could be used to follow up with the leads, send emails, or enter customer data.

7. Other call routing automation

It is done on the following basis:

• Customers can be routed to particular agents while running multiple marketing campaigns using various numbers
• Based on customer status, the call can be routed to a high-skilled agent without putting any hold.
• Routing calls of customers to their located area agents

7 Advantages of call center automation

Let’s have a look at 7 popular advantages of using call center automation services.

1. Improve customer satisfaction

Call center automation software first identify the customer and the reason for their call straight away by asking qualifying questions and avoiding on-hold music at the beginning of a call. AI-powered virtual agents use natural language processing (NLP) and backend data and then handle requests of customers within a few seconds. 

This process saves a lot of time and improves customer satisfaction. After this, AI uses intelligent routing and transfers the call to the most qualified human agents and reduces the overall handling time.

2. Eliminate everyday tasks and optimization of resources

Call center automation eliminates your repetitive tasks and makes your everyday job much easier. It takes care of well-defined and simple tasks so that employees can work more efficiently and handle complex queries and challenges. 

Automation software also handles internal tasks such as creating tickets, gathering customer information, data entry into CRM, call scheduling, etc. 

Optimization of resources minimizes the involvement of human agents so that they can work for better results, improve customer experience and generate more profit.

3. Increase your employee’s satisfaction

Nobody loves doing the same tasks every day in their job even if it is as simple as sending promotional messages or emails. With call center automation, agents now no longer need to perform these activities. The automated call center uses intelligent routing to transfer the calls of customers to the most suitable agents. 

This process also improves call center metrics such as Average Handling Time (AHT), Average Call Duration, Cost Per Call (CPC), Average Speed Of Answer(ASA), etc, and improves the job satisfaction rate.

4. Eliminate mistakes and effectively route calls

When humans perform tasks, there are high chances of errors but with the automation of work and digital assistants, errors can be removed from various business processes and all functions can be performed smoothly.

Digital assistants check the profile of customers and then stimulate the first response through IVR or chatbot and after this, they route the call in the queue or to the front employees.

5. Improve your first call resolution (FCR) rate

Contact center automation can resolve most of the customer problems as Ameyo software connects customers directly to the voice assistants or IVR menu. AI listens to the concerns of customers and then provides the necessary solution. 
With automated intelligence, customers can interact with different systems without any human involvement. By using automation software, customer queries are tried to be solved in the first call which increases customer loyalty and satisfaction so that companies can focus on growing their customer base.

6. Reduce operational costs

Call centers need to minimize their operational costs while maintaining the same service level. With few employees at the call center, you can cut down a certain level of operational costs but this will lead to negative reviews.
Here, you can use the call center automation tool 3clogic as with this you can connect with your customers and use different digital channels to reach new prospects and provide an exceptional customer experience at low costs.

7. Accelerate the decision-making process

Digital assistants or automation software have all the necessary solutions stored to the problems of customers which help the front line employees get immediate recommendation when they are on a call. This accelerates the process of quick decision-making.

3 Main challenges of automated call center

1. Improper automation system configuration

Poorly designed automated software can affect your customer service which will lead to a negative brand reputation and loss of customers. 

For example – If your IVR makes customers go through a different process or provide the wrong solution to the customer needs, then they will get frustrated with your service.

It is to be noted that a person should continuously monitor the flow of information across different processes and analyze the data in the automation software at regular intervals. A single inaccurate data can deliver misinformation among customers and lead to user dissatisfaction.

2. Reduction of human interaction

Although there are tons of advantages of automation, sometimes it can leave customers displeased. One major disadvantage here is that people find it difficult to emotionally connect with a machine. 

This also limits the relationship with customers as all your functions are on automation mode performed by software. Thus, at a certain point in time, a representative or a human agent must deliver the personal attention and generate emotional connection which is crucial for overall customer satisfaction.

3. Inability to handle complex issues

AI-based systems answer simple customer queries or concerns. 

For example – IVR uses natural language processing and machine learning to generate the proper response. It also provides updates on deliveries or bookings on different channels. 

However, AI cannot understand human intuitions and complicated issues which brings the need for support agents to solve those complex issues efficiently.

5 Important call center automation trends

1. Increasing demands for self-service channels

Today’s demanding generation cannot wait and they need an immediate solution through self-service whether through call, text message, or emails. Self-service plays an important role in organizations that lack manpower and this leads to the increasing usage of automated technologies to manage the workload.
IVR is a popular choice and according to Statista, 40% of the organizations use this during COVID. Self-service channels such as In-app chat, SMS, Live Chat, Voice, Video, IVR, and Chatbot have now become a priority and future of call centers.

2. Use of customer analytics

Call center automation trends include checking customer insights which is the hidden gem in analytics. When agents know more details and data about their customers, it becomes easy to assist them by providing immediate solutions. 

This helps to build a long-term relationship as those insights will help to provide more personalized interaction and relevant user experience. Analytics predict future issues so that agents can automate the action through software and improve communication at all touchpoints.

3. Usage of call center automation tools and software

Using the automated software is one of the most important call center automation trends as it properly manages the customer interaction and improves the level of satisfaction. 

The selection of automated tools and software depends on understanding, prioritizing, and assessing the requirements, industry experience, and product functionality and features. 
Automation tools such as ChaseData and PureCloud cut down unnecessary costs, and improve the speed, scalability, and consistency of business processes.

4. Rise of digital interaction

Organizations have been attempting to resolve various customer issues remotely to deliver effective performance and results in no time. With the growing customer expectations, complex customer cases are solved in the form of digital interaction, and this led to the rise of call center automation services.

5. Replacing phone calls with chatbots

Automated chatbots provide a personalized experience and generic information by quickly responding to the queries of customers. It also engages users in a longer conversation and automated software can provide information through back-end systems and seamless guidance and customer experience.

Conclusion

From scheduling, forecasting, or managing internal workflows, you can automate multiple processes at the call center with contact center automation tools and software. It offers huge benefits whether it’s improving customer service, first call resolution, or better management of a call center.

Team members of a call center should possess a good knowledge of automated processes and functions so that they can tackle any hindrance in between the process. It is to be remembered that call center automation cannot completely replace support agents. 

Automation of workflow boost daily repetitive tasks, increases work efficiency, saves time and money, and improves employee morale and customer satisfaction. With an automated call center, representatives can put more effort into complex issues and improve the overall workflow of the organization.