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May 23, 2024
TOP 15 Contact Center Automation Trends: Why Your Business Needs Them
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The contact center is one of many companies' most significant expense items. According to Talent.com, businesses spend over $600,000 annually on salaries for the department of 20 agents (the median wage in this sector is $33,150). Add the cost of hiring and training employees and the price for the software to operate the contact center. The result is a cosmic sum.
At the start of a business, one or two operators can handle all interactions. However, as your business grows, contact center costs also increase. Moreover, the more interactions, the greater the burden on staff — operators cannot cope with the volume of calls, you have to hire new ones, and so the circle. At the same time, most of the requests concern the same type of situations. For example, the client wants to know the work schedule, delivery status, or ways of using the product.
Contact center automation can help you change the situation. Businesses have access to IT tools that can optimize the work of the call center and make it more transparent. What are these technologies? Let’s explore!
Contact center automation helps companies, first of all, significantly reduce the cost of maintenance. There are also several additional advantages:
Why to Automate Contact Center Processes
Quick incoming calls and messages processing
Opportunity for clients to contact the company at any time
Call history, statistical data collection
Control of the agents' work
Service quality and customer experience improvement
Please note: There should be live communication between agents and customers. Automation is appropriate when there are repetitive functions or staff need to be coordinated.
TOP 15 Trends of Contact Center Automation
Businesses can use GenAI to create various content: text, images, videos, etc. The CCW Digital research shows that up to 62% of contact centers are considering investing in automation and artificial intelligence. Also, many customers are ready to use self-service options or communicate with voice bots and chatbots to avoid long wait times.
Optimizing contact center processes
Reducing response time
Improving customer service
Automating routine agents’ tasks
How to apply:
Automate request processing. This tool understands typical customer requests and can generate responses to them.
Analyze data and trends. GenAI can analyze data for insights.
Train your agents. The tool models customer interaction scenarios. Then, it analyzes agents’ answers and provides feedback to improve their work.
Generative AI will hardly replace live agents in the near future. It can help with the following:
Generative AI
Telephone calls have long ceased to be the only way of communication. Currently, 73% of customers use emails, messengers, social media, etc. They expect the company to respond to their messages. No matter how they are sent.
How to apply:
Increase your audience reach. Various communication channels attract different audiences. Young people use social media or chat rooms. Older generations prefer phone calls or email.
Integrate the channels you use. You can integrate all interaction channels within a single platform to facilitate communication and your agents’ work.
Implement customer self-service. Automated replies to emails, chatbots, etc.
Omnichannel support
According to the Replicant research, 44% of customers are unsatisfied with 5-15 minutes of wait time. Additionally, 56% said long wait times are the most frustrating forms of poor customer service. That's why 33% switched brands in the past year.
How to apply:
Automate query processing. Voice bots based on our Platform provide answers to frequently asked questions. It frees agents from routine work and reduces the load on the contact center.
Provide customer self-service. The tool can address simple issues and provide information. It enables customers to independently resolve their problems at any time of the day.
Expand your service geography. Customers in different time and language zones? Use voice bots to service them all. It helps you expand the geography of your contact center service.
AI-powered voicebots can take over the most frequent requests to contact centers. Understanding people, recognizing interlocutors, considering the context of the conversation, and interacting with CRM and BPM make them full-fledged employees who serve as the first support line.
AI-powered voice bots
81% of consumers expect chatbots to become much more widespread by 2030. And this is not surprising! Why not if they can help contact centers? The byVoice Platform includes a no-code solution to create chatbots. You can easily design chatbots that will meet your business needs faster.
How to apply:
Scale your service. Chatbots can serve many customers simultaneously. And you don't lose service quality.
Personalize interactions. The tool uses communication history and customer preferences. It helps provide personalized recommendations.
Reduce agent workload. Chatbots can resolve simple tasks. It frees agents; they can handle more complex issues.
Conversational AI chatbots
Imagine you call your Internet provider. The first thing you hear after connecting is an IVR system, which, after a greeting, lists all existing options. You select the one that relates to your question, and your call is redirected to the necessary department.
How to apply:
Improve call routing efficiency. The tool can automatically route calls to appropriate specialists or departments. All you need is to define such criteria as language or request.
Implement analytics and reporting. Such a system can collect call data such as wait time, call path through the system, and call outcome.
Expand self-service capabilities. The tool helps resolve customer issues without operators. Customers can check the order status or change their data without waiting for an available operator.
Interactive Voice Response (IVR) is an auto-informer. Contact centers widely use this application because it enables customer interaction without agent involvement.
Intelligent IVR systems
McKinsey estimates that speech analytics can drive cost savings of up to 30% and deliver customer satisfaction score improvements of 10% or more. How is it possible, you ask? The answer is simple: modern companies track only about 5% of calls they receive. Speech analytics tools can transcribe about 100% of conversations.
How to apply:
Analyze mood and sentiments. Determine the customer's emotional state. It helps you respond accordingly.
Monitor service quality. To find the agent's advantages and disadvantages, evaluate their performance with this tool.
Identify priority problems. Speech analytics can identify the most common customer issues. Develop appropriate strategies using this data.
AI speech analytics can find targeted information in dialogs. Just set key sentences and words. Based on this data, you can increase sales, identify customer dissatisfaction, and set up business processes that reduce maximum efficiency.
AI speech analytics
Predictive dialing is the best fit for sales, telemarketing, debt collection, or surveys. Long story short, it means in areas where the caller needs to reach many contacts quickly and has no time for preparation.
How to apply:
Increase agent productivity. Agents can take more time on interacting with customers. Also, the tool minimizes downtime between calls.
Save time and resources. Also, predictive dialing processes unanswered or busy calls. It enables you to reduce the time agents spend on establishing a connection.
Increase conversion. The tool optimizes the dialing process, thus increasing the number of successful connections.
Predictive auto-dialing
Predictive dialing makes several automated outbound calls without reserving agents for each call. Only answered calls are then passed to agents.
Salesforce surveyed customer service employees. 71% said they were about to leave their current job in the past six months. 50% of customer service leaders say their department has seen an increase in employee-initiated layoffs.
How to apply:
Predict and plan. The tool enables you to analyze historical data on calls, volume of work, and request processing times. It helps accurately predict future contact center workload at every stage of the day and week.
Monitor performance. Along with creating optimal agent schedules, WFM also monitors their performance. The tool uses such metrics as wait time, average call time, and customer satisfaction. They assist you in determining the advantages and disadvantages of your team so you can take appropriate steps to raise service standards.
Save resources. The application streamlines staff scheduling, cuts down on idle time, and eliminates pointless calls or questions.
What can help avoid employee turnover? Creating a comfortable environment, setting clear goals for agents, and competently planning the workload. Workforce management covers all these goals. A WFM solution uses historical data and machine learning to predict future personnel requisition. It then creates schedules that fit the forecasted model and automatically tracks employee time and attendance.
Workforce management
One more reason should be mentioned regarding employee turnover. There are a lot of repetitious duties. They take up the time of call center agents, which causes tension and inefficiency.
How to apply:
Automate routine tasks. For example, entering data into systems, data verification, reporting, etc.
Reduce errors and shortcomings. The program can also lower the amount of errors made when processing client requests.
Improve request processing. Due to automation, you can reduce customer response time.
Robotic process automation (RPA)
Any interaction with the client can and should be automated. And this is an area where RPA comes to the rescue. It is software consisting of robots that automate repetitive and routine tasks. RPA is a non-invasive technology. It interacts with the infrastructure without modifying or changing it.
Only one negative interaction — and your customer can decide not to engage with your company. Many contact centers have already implemented solutions for processing customer responses and mechanisms for monitoring the quality of services (for this purpose, many companies have supervisors on staff). However, these processes are often manually, and that’s why they are lengthy and labor-intensive.
How to apply:
Improve customer experience. This tool quickly analyzes customer interactions. So, companies promptly respond to problems and provide higher service levels.
Streamline workforce training. The tool helps identify contact center agent performance issues. Your staff development and training initiatives can be improved with the use of this data.
Optimize process. Also, this tool identifies effective and ineffective processes. Workflows are enhanced, turnaround times are decreased, and total productivity is raised as a consequence.
Automated interaction scoring
Automated interaction scoring evaluates the contact center's employee work using AI technologies and algorithms. The information collected during the scoring can be used to optimize contact center activities.
Contact center operations have traditionally been reactive: customers call when they have problems, and agents help them. But a growing number of contact centers are using predictive analytics to provide a proactive customer care strategy.
How to apply:
Plan the workload. You can forecast peak contact center loads at particular intervals. It facilitates more effective resource allocation.
Improve service quality. Customer request trends can be found with this tool. You can pinpoint areas in which better service procedures or more employee training are needed.
Predict customer behavior. The analytics are predicated on prior exchanges with customers. You can adjust service to meet the needs of certain customers thanks to it.
Predictive analytics
Predictive analytics uses historical data, statistics, and modeling techniques to predict future outcomes. This strategy may lessen the need for clients to call. By giving agents the ability to proactively handle problems that frequently result in follow-up interactions, for instance.
The use of AI to examine consumer communications has already been discussed. Artificial intelligence can be applied to analysis in other fields, though. Certain contemporary conversational systems also have the ability to identify emotions that are expressed throughout a conversation.
How to apply:
Improve customer experience. The tool helps understand the customer's emotional state. Due to this, agents respond more effectively to their needs.
Predict customer behavior. Also, you can predict customer reaction to specific events or offers.
Improve feedback. You can find patterns, problems, and client demands with the aid of sentiment analysis.
Sentiment analysis and emotion detection
In this case, the analysis is conducted at the vocal and semantic levels when translating speech into text. A solution based on neural network technology recognizes emotions in the voice of customers and calculates a service satisfaction index directly during a conversation with an agent.
Contact center deals directly with incoming and outgoing customer interactions. That's why companies must monitor how well the agents perform. Whether they comply with the conversation script and business ethics standards.
How to apply:
Ensure customer service standards. To make sure that standards are being followed, train your employees, create customer service protocols, and keep an eye on calls.
Increase customer satisfaction. Good customer service means customer satisfaction. It draws in new clients and keeps existing ones.
Reduce costs. Find contact center weaknesses, shorten processing times, and boost productivity all around.
Quality management
According to the Salesforce study, 48% of customers switched brands for better quality service at least once last year. The significance of prompt and efficient customer service, as well as the excellent services provided, are highlighted by these statistics.
Results cannot be guaranteed by conventional user verification systems like passwords, PIN codes, code words, etc. It isn't easy to verify whether the person on the other end of the line is the person he claims to be. The contact center agents can only ask clarifying questions and compare the person's voice with their gender, age, and other characteristics. Sensitive information cannot be adequately protected with this.
How to apply:
Authenticate customers. This tool authenticates customers without passwords or PIN codes. As a result, the authentication procedure is safer and more convenient.
Increase security. Voice simulation or recorded voices are sometimes used by con artists. The tool detects such fraudulent attempts.
Speed up service processes. Through the use of this tool, client inquiries and identification verification times can be shortened.
Therefore, for example, banks, insurance companies, and pension funds are introducing voice biometrics into the work of contact centers.
Voice biometrics
As soon as possible following a customer interaction, you must get feedback. It helps accurately evaluate their experience. Surveys are sent out automatically by customer feedback software as soon as a conversation is finished. At this point, the experience is on the customer's mind, which increases the likelihood of a response and the accuracy of the interaction assessment.
How to apply:
Reduce сosts. Since this program collects and processes feedback without the need for agents, it can help lower manpower and resource expenses.
Implement analytics. Data on client requests can be gathered by automated methods. Apply it to contact center operations optimization, trend analysis, and problem identification.
Ensure 24/7 availability. Automated feedback software is available around the clock. Businesses that have clients in many time zones can benefit from it.
Automated customer feedback software
Why Is Contact Center Automation The Future?
One of the main businesses goals is to improve their processes and increase efficiency. For this purpose, they set specific goals and responsibilities for agents. But employees require greater assistance as their workload grows. And here is where automation in call centers is useful.
Contact center automation enables you to pay attention to every actual and potential client and not miss a single call or request. It increases throughput and customer and employee satisfaction.
Some advantages, meanwhile, are less clear. For example, automation helps collect large amounts of data. It would not be possible if calls were handled by an agent. Gain insightful knowledge about your company with the help of this data.
Automate Your Contact Center Processes with Trusted and Seasoned Partner
With the implementation of digital tools, it is easier for a business to compete. Customer demands are growing. The service quality and speed are coming to the fore rather than the product's characteristics. Automation of contact center processes will modernize its work while increasing its efficiency.
Due to our 20-year experience and extensive battle-tested area knowledge, the byVoice team will help you improve your contact center processes by automating them and achieving your business goals.
Do you have any questions, or are you ready to start your automation project? Please contact us. We are just one click away!
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