| |July 20199will provide the most comprehen-sive input for the agents to track per-formance and future opportunities.Technologies that are good candidates for immediate absorp-tion today, from the view point of maximizing potential on the cus-tomer call time, minimizing op-erational costs and improving agent efficiency are enumerated below:-1. Cloud based Communica-tions: Huge capex and opex costs of communication infrastructure can be reduced by shifting to cloud communications. Such shifts would enable 24x7 availability of services and also cater to seamless expan-sions with controllable costs. This would also provide the flexibility to locate the call centers at any lo-cation and provide the agents with the convenience to operate from anywhere, while they are connected. Remote workers can be added to the system on the fly based on the work load, without being worried about the infrastructure. Various options of Cloud offerings can be exercised as per security and financial appe-tite. These could be Public, Private or Hybrid Cloud offerings. Use of Unified Collaboration as a Service through cloud offerings is another optimal way for leveraging multiple digital channels (Voice, Video, Data, Conferencing, Content Sharing etc.) for reaching out to the customer and keeping track of all interactions and outcomes.2. Robotic Process Automation: Process automation for complete machine based handling of customer requirements is the emerging trend. High volume traffic handling for im-mediate servicing of customer needs are aimed to be automated.This automation helps to overcome the challenges of attrition rate and train-ing needs challenge being routinely faced by the Call Centers. Custom-ers are assisted by either of Speech to Text conversion, Web based self-help, Natural Language Processing, Chat bots or Virtual agents. Use of Predictive analysis and business logic by machines to service the customer needs is intended to cut costs, reduce errors, and increase efficiency. Since majority of the customers who are tech savvy can manage better and faster by use of self-help, use of such automation will take away good amount of load from human agents. This will also reduce call times and call holding times thereby improv-ing the quality of customer interac-tions. 3. Analytics: Call Center opera-tions generate huge amounts of data from its operations with respect vast calls and requests being handled on daily basis. Application of Artificial Intelligence based analytics would generate insights into customer needs, agent performances, forecasts on future call quantities, processes that need change, operational ef-ficiency, customer perception and many more trends. Artificial Intel-ligence powered Analytics produce statistical dashboards, which can be put on user interfaces enabling the call agents and managers get real-time updates on customer experi-ences. Customer satisfaction can be measured automatically using effec-tive reporting tools based on analyt-ics which are integrated with com-munications systems.Call Center operations can be provided with val-uable inputs by use of Analytics, on initiating right measures to achieve business growth.Call Centers will be integrated, will use digital means and will han-dle more complex technologies in the times to come. However, it must be noted that a Call Center is all about providing the customer with the desired resolution and cus-tomer experience is the prime goal. Therefore, trends that should mat-ter are the ones that are customer centric and not technology-centric. Call Center organizations practic-ing this approach will only be able to take further opportunities under their fold.
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