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What Is BPO Automation and How Can it Create Call Center Enhancements?

Blog Post created by robertstanley Employee on Feb 7, 2018

Defining BPO Automation

Business process outsourcing (BPO) of operations and responsibilities by companies to third-party service providers is widely employed in the business world. Its main advantage is to increase a company’s flexibility in how it deals with its targets and goals, whether measured through cost or time efficiency, and the practice is typically found in internal business functions such as human resources, finance and accounting.

 

Business process outsourcing (BPO) of operations and responsibilities by companies to third-party service providers is widely employed in the business world. Its main advantage is to increase a company’s flexibility in how it deals with its targets and goals, whether measured through cost or time efficiency, and the practice is typically found in internal business functions such as human resources, finance and accounting.

 

BPO Automation, refers to the application of robotic process automation (RPA) software  and it is a rising force in the field of customer-related services such as contact centers.

 

Examples of BPO Automation in the Call Center

At its core, BPO automation is designed to improve efficiency and productivity, reduce margins and overhead, and increase performance toward targets and goals setup by contact center managers. This is done by reducing the amount of work needed on actions that are consistent and repeatable: automation is most effective when dealing with numerous repetitive tasks. This makes BPO Automation particularly effective in scenarios such as:

 

  • Initial customer contact: this is a time when agents might notoriously struggle to jump from one system (basic customer profile information) to another (prior order histories, current order status etc…). With the right RPA automation workflow in place, the system could reduce the complexity associated with numerous logins, copying and pasting data, and searching for resources in manuals and training notes.
  • Ongoing customer engagement: it is often while trying to make changes to users’ accounts while on the line that agents make mistakes. Trying to update customer accounts based on the outcome of the call, selecting the right upsell, and validating customer satisfaction when they are pleased with the call are all actions that can easily rely on robotic process automation, therefore enhancing the agent and customer experience.

 

Benefits of enabling BPO Automation for Call Center Agents

Interestingly, one area where RPA can help is through by streamlining the management of multiple systems and applications for agents. Below are some of these benefits:

 

  • Retaining customer focus: the repetitive tasks of moving data, checking and re-keying can simply be automated, allowing agents to stay focused on the call and thus improving their customer-focus. The right workflow automation could streamline the amount of systems agents need to juggle during a call, and remedy to customers’ most frustrating complaint, namely: “why are you asking for the same information again?”
  • Improving agent productivity: similarly, an RPA could integrate data into the right fields, freeing time for agents to focus on their goals and targets, therefore elevating service levels and agent productivity.
  • Maximizing data accuracy: By linking numerous systems, automated solutions can process real-time consumer data that is validated and checked accurately, always keeping customer records up to date and error-free. Agents can rest assured that their information is up to date, and they do not have to worry about entering data in the wrong fields, for instance.
  • Empowering agents: far from rendering agents obsolete, the right RPA software can let managers and agent take control of their workflow thanks to intuitive and visual approaches.

 

BPO Automation & Speech Analytics

BPO automation and speech analytics is a powerful duo for further enabling contact centers improve agent performance and the customer experience, boost operational efficiency, improve regulatory compliance and increase sales. Speech analytics automates the Quality Assurance (QA) process and monitors 100% of customer interactions. Rather than having to listen to full recordings of calls, speech analytics automatically transcribes, categorizes, tags and scores all interactions saving staff endless hours of manual QA.

Final thoughts

While most of us think of automation as a technology solely reserved for the manufacturing and robotics industries, the truth is that software automation is now increasingly relied upon in a variety of fields, including contact and call centers. Business process outsourcing seems unlikely to slow down in the near future, and even if the topic is hotly debated by the press, it is still an effective method of increasing company flexibility, reducing overhead and increasing ROI.

 

In conclusion, while some commentators seem to believe that contact centers as we know them will disappear sometime in the future, others are more confident that the skills of agents can never be matched by software. In any case, combining a human workforce with BPO automation and speech analytics could be a very promising answer for call center managers worldwide.

 

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