How to Make Contact Center RPA Successful

RPA in contact centers should give agents the confidence they need to excel in their work, recognizing that the organization focuses on quality metrics such as customer satisfaction instead of number-based KPIs such as the number of calls treated, and so on.

Fremont, CA: The advent of robotic technology has empowered organizations to advance their operational efficiency. As industries embrace digitalization, more manual or routine repetitive tasks – a phenomenon known as Robotic Process Automation – can be automated (RPA). RPA helps companies scale operations efficiently and effectively, reducing the risk of human error while freeing workers from tedious tasks. The best part is that RPA robots do not take extended lunch breaks or expect any company benefits. One area with immense potential for profit is the adoption of the RPA contact center by businesses.

Here are some tips that can help overcome common barriers for properly implementing and scaling contact center RPA project:

Selecting the right use cases for RPA

Companies need to consider the workflows of their contact center and determine which use cases can be automated. The best applications are simple and high-volume tasks that have an operational impact. These may include RPA use cases where automated processes are initiated by agents or unattended RPA use cases that work in the background. For instance, the RPA used case may be associated with the on-board process, the automation of a series of documents that a new customer must fill out and sign, or the entry of information, where a human agent can initiate an RPA task to update customer information across multiple systems. Examples of unattended RPA use cases are the tracking of appointment adherence, the automated updating of customers when a field technician is running behind schedule, or the confirmation of new customer paperwork by reviewing and cross-referencing thousands of data points much quicker and more precisely than a person could ever have done. When selecting a use case, avoid selecting a method that often changes or one where errors are extremely costly.

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Explaining the changes to the agent

The new automation approach should be explicitly communicated to the agents of the contact center. Recognize that while agents will see the advantages of routine duties being discharged, they may see the change as a step down the unemployment line. Ensure that each agent is aware of how the new RPA processes will affect their careers and how the automation will concentrate on efficiency, enabling them to bring their energies into the quality of their work. RPA in contact centers should give agents the confidence they need to excel in their work, recognizing that the organization focuses on quality metrics such as customer satisfaction instead of number-based KPIs such as the number of calls treated, and so on.