Call Center's Digital Disruption
A dynamic & result oriented senior professional, with a progressive management success of over 19 years.The age old phrase:'time is money' holds true for all times. By not focusing on the Employee and Customer experience, businesses hamper their own best efforts and cause inefficiencies that impact the bottom line. The current Customer is so inherently different than all previous generations that only an exceptional Service experience, powered by cutting edge technologies, can help businesses serve them better.
The Digital Call Centre
We mock the term "call center." We celebrate concepts like "omnichannel revolution" and "digital transformation." We cannot, however, ignore an important reality: voice is still the leading engagement channel by a considerable margin. Most customers continue to call our organizations. Digital Disruption in the Voice Environment will make a major Impact in the overall Customer Experience.
The Disruptive technologies that would make the impact are
1.Cloud Voice on Cloud would enable Remote agents
2.Voice Powered Technology(Digital Assistants) Deploying Virtual assistants like Alexa, Google Home and Siri.
3.Omni Channel Communication Customers connect through a wide variety of mediums like PC, Phone, Mobile, In Person or Cloud
4.Artificial Intelligence Customer Insights using Voice Analytics
5.Bots(RPA)Improvise Digital Work Force to improve Profits
The important question here is "Do I need to Digitize?"
To Find the Answer, Call Centers must do an internal Analysis by asking 3 Questions as below
1.How Satisfied are your customers with Services?
2.How complex is the product or service for which you are providing Services?
3.Do your customers have any Security Concerns when sharing Data with your Agents?
If you find that the Answers to these 3 Questions are 60% Negative, then You must Digitize your Call Center to provide excellent services and stay on par in business.
Digitization is a2-step process as below Step
Step 1 Introduce Automation which is over and above the IVR system, by deploying a Robust Knowledge Management System and Cross channel reporting. Introducing AI and RPA in the system to prioritize and distribute the incoming calls there by improving the quality of calls being forwarded to the Agent and resolving 50 percent of the customer calls by providing them SelfService using the Knowledge Management System.
Step 2 Automation would improve the efficiency and reduce the operating costs, but to create more Happier customers we need further Digitization by implementing AI Insights based on the Data collected which would help the Workforce to Answer Customer Queries more efficiently there by reducing the quotient of Customer Dissatisfaction by another 45 percent.
Digitization would help Call Center's to reduce their Operating Costs, Retain Qualitative Resources, Improve Profitability and create a more Satisfied Customer.
Conclusion
Digital technology now occupies every corner of our lives, and as products and services incorporate digital technologies, they become more complex. Customers need more support to use these digitally enhanced products and services to their full potential. And now that those products can be interconnected, call centers can be proactive, anticipating and preventing customer problems from occurring. That will turn such a center into a killer app for inspiring loyalty.
With the right technology and agent training, call centers can help companies stand out, deliver memorable services, and attract new business.
The important question here is "Do I need to Digitize?"
To Find the Answer, Call Centers must do an internal Analysis by asking 3 Questions as below
1.How Satisfied are your customers with Services?
2.How complex is the product or service for which you are providing Services?
3.Do your customers have any Security Concerns when sharing Data with your Agents?
If you find that the Answers to these 3 Questions are 60% Negative, then You must Digitize your Call Center to provide excellent services and stay on par in business.
Digitization is a2-step process as below Step
Step 1 Introduce Automation which is over and above the IVR system, by deploying a Robust Knowledge Management System and Cross channel reporting. Introducing AI and RPA in the system to prioritize and distribute the incoming calls there by improving the quality of calls being forwarded to the Agent and resolving 50 percent of the customer calls by providing them SelfService using the Knowledge Management System.
Step 2 Automation would improve the efficiency and reduce the operating costs, but to create more Happier customers we need further Digitization by implementing AI Insights based on the Data collected which would help the Workforce to Answer Customer Queries more efficiently there by reducing the quotient of Customer Dissatisfaction by another 45 percent.
Digitization would help Call Center's to reduce their Operating Costs, Retain Qualitative Resources, Improve Profitability and create a more Satisfied Customer.
Conclusion
Digital technology now occupies every corner of our lives, and as products and services incorporate digital technologies, they become more complex. Customers need more support to use these digitally enhanced products and services to their full potential. And now that those products can be interconnected, call centers can be proactive, anticipating and preventing customer problems from occurring. That will turn such a center into a killer app for inspiring loyalty.
With the right technology and agent training, call centers can help companies stand out, deliver memorable services, and attract new business.
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