RPA Customer Service Phykon.com
What is Robotic process Automation(RPA)?
Robotic Process Automation
(RPA) is used to automate business processes, with the help of software robots.
Repetitive, rule-based tasks
can be automated with RPA.
It helps reduce human
intervention and hence, reduces errors.
RPA helps build trust among
customers through transformed processes.
How does RPA help? RPA systems work 24x7, with high
accuracy, tirelessly, reducing costs and business risks.
RPA reduces dependency on workers
for repetitive work
RPA removes manual workarounds RPA elevates the quality of
responsiveness of the agents.
Automated workflows increase
efficiency of business operations
Services can be made consistent with
RPA
RPA reduces time taken for resolution,
reducing wait times
RPA helps remove redundant effort for the RPA helps Inbound Call Center services agents and customers: It captures, analyzes and shares information
across platforms without intrusion or without the need for an advanced IT knowledge.
RPA helps agents respond promptly: With RPA, agents can have information ready
at hand without having to jump between platforms and screens.
RPA digs up information from knowledge
pools in a fraction of the time the agent takes.
RPA is integrated with the existing systems
non-intrusively.
RPA-enabled systems can be operated by
agents without specific IT expertise. This makes it agent-friendly.
Single entry data integration: Call center
agents can integrate data with just a single entry. Customers need not be bothered with the same set of questions over and over again every time they call.
Post-call services: Certain actions that need
to follow a resolution can be automated. For example, gathering missing information, changes to an account based on a call made.
Caller interaction becomes smooth and
pleasant, allowing the inbound contact center to provide excellent customer services.
Will RPA replace agents?
ď‚— RPA does not replace agents. It
empowers them.
ď‚— By taking over brain-numbing
repetitive work, agents become free to focus on more absorbing and rewarding tasks, thus, increasing their productivity.
How to ease into RPA
You need a goal-oriented and clear
perspective of why you need RPA.
Spend time assessing processes to
identify ones that need to be automated.
Have a long-term transformation plan
in place. The changes become part of this plan.
Map the current customer journey. Identify the workflow around the
customer journey.
Choose an experienced RPA
provider.
Identify processes and tasks
that can be simplified and automated. These are most likely tied with other processes in the systems such as finance and IT.
Measure how these processes
will gain efficiency.
Rope in agents for the
process, raise awareness and address concerns.
Focus
Focus on quality not quantity:
Increasing speed and accuracy should be made a priority, and not the quantity of work accomplished.
Focus on customer: RPA allows
companies to turn the spotlight back on the customer. Processes must be redesigned to cater to the customer’s needs, making the customer journey more delightful.
Focus on agents: Agents can be
retrained. RPA boosts productivity. The transformed processes must help agents focus on core functions that require their specific skills and decision-making powers.
Reality check
ď‚— RPA is not an instant fix. It
can only happen in stages, over the course of time.
ď‚— It is a transformational
journey of continuous progress that needs planning and diligence.
Automate activities of your employee
across applications and systems.
Set your customer support apart and
get an edge over your competition by offering excellent customer services.
Get your systems RPA-ed! visit Us
https://phykon.com/sydn ey/inbound-call-centerservices-sydney.html
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