With the advancements in technology and changing needs of our customers, we can say that the next big thing to expect in businesses is automation. And we’re starting to see that in some industries including the call centers.
Automation in Call Centers
Call centers eventually need to upgrade and adapt the latest automation technology to keep up with the competition.
Millennials, which is the world’s largest market, are more drawn towards self-service options than human interaction. This market is much more self-reliant and are only opting for call center agents when self-service options are not enough for the solutions they need.
AI is the most common form of automation that we’ve noticed these past years.
AI and other forms of automation technology can help analyze the data gathered from the calls. This information can then be used to help improve customer interaction.
Another benefit of adapting automation is that it can provide a higher level of responsiveness. An example of which is pre-emptive customer service, which can anticipate the needs of the customers based on their preference and prior queries.
The automation service can also be a huge help during holidays and late hours when agents are less likely to be available or take more requests.
Working with Human Agents
Available automation services are not enough to meet the needs of the customers. Because of this, human agents are still considered as valuable assets in a call center.
By having automation work with human agents, call center can be more effective in providing customers with better experience. AI bots can obtain information from customers while human agents can handle actual customer interaction that involves more complex information.
Automation is a good thing. It doesn’t eliminate the need for human agents or de-personalize the customer’s experience. When done right (creating and following a good, structured process), it can be a tool for improving customer service.