GoResponse Telephone Answering Service Staff

Process automation simplifies agent workload

Manager In Discussion With Customer Service RepresentativesMaximising efficiency is extremely important for modern firms, allowing call centres to prioritise customers instead of trying to juggle multiple backroom processes. To help achieve this, process automation technology can be used. This enables telephone answering services to make the day-to-day operations that employees are involved in much simpler, effectively saving time and money.

Several key features involved in process automation technology allow this software to empower advisors and make life easier. The time saved can often be better spent helping customers, giving call centres the resources to provide better consumer care time and time again.

One essential feature of this technology is that it helps to automate routine desktop activities, including mouse selections, template auto-fill, applications launch and field entries. Third-party systems can also be integrated so that automation can be applied not only to native systems but also to tools such as billing and customer relationship management (CRM) solutions.

Automation software also provides a single, central document management solution to store files and make them accessible to everyone, reducing paper wastage whilst preventing the creation of data silos between departments. Automated performance feedback is included so you can ensure regulatory compliance, for example, whilst progress updates can be automatically sent out to consumers.

In 2017,  the focus needs to be on the consumer. Many businesses are battling with rising levels of backroom administration, which is why automating is essential. By applying automation to processes, businesses can free up time and resources for other efforts to boost their success.


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