RPA in the Contact Centre
Introducing RPA into the contact centre can dramatically improve agent efficiency and engagement as well as delivering a more seamless customer experience. It can streamline processes and reduce average handle time by auto-completing repetitive non-value adding tasks across multiple systems. RPA can also help contact centre agents handle calls and processes efficiently and error-free, by providing in-context, next-best-action assistance in real time.
RPA frees up your most valuable resource: your employees, to focus time on more important and more engaging work.
Reduction in average handle time
Increase in first contact resolution
Increase in CSAT scores
Reduction in agent training time
Compliance in real-time
Increase in upsell sales
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Speed to value
In today’s climate, the focus is not just on the long-term ROI of a project but the speed at which value can be realised.
RPA is perfect for providing the bridge between legacy and new systems; by accessing the applications through the same user interface as a human would, no systems integrations or modification to existing systems is required.
There is a huge potential in both administrative and clinical processes for health and social care automation. Automation can handle referrals, bookings, laboratory, radiology and pathology results, or create request forms. In addition, reporting, quality assurance, HR, finance, and IT processes are widely targeted for automation. EHR changes, as well as patient and population risk and resource analysis are well-suited for RPA.
To remain competitive, as well as adhere to stringent regulations and compliance standards, utility providers must find ways of improving customer satisfaction while reducing operating costs. RPA is perfect for those utilities with complex legacy systems, bridging the gap between new customer facing applications and legacy back-office systems, and greatly improving digital customer experience. Automation of repetitive, non-value adding tasks across multiple back-office systems can dramatically reduce the amount of human effort required, increase operating efficiency and thereby reduce operating costs.
RPA never forgets to trigger payment reminders or update customer records across multiple systems. RPA can offer a better customer experience while maintaining compliance standards.
From claims registration and processing through to underwriting and policy administration, the insurance sector has a huge number of highly manual processes. RPA can help handle labour intensive processes like the collection and extraction of data from various internal and external sources, complex error tracking, claim verification, integration of multiple data sources and more; it can be used to populate multiple fields in multiple different databases simultaneously consequently speeding up the process and creating a better customer experience.
For a highly regulated industry such as insurance, the ability of robots to process transactions with 100% accuracy and be 100% auditable is critical; RPA increases compliance and reduces the need for quality control.
RPA can help improve efficiency within local authorities and free employee time to focus on value added tasks. RPA works especially well for repetitive, administrative work, which makes it a very good fit for back-office functions that require manual uploading or the scanning of documents.
RPA can automatically cross check information inputted by citizens against records held in multiple back-office systems and databases. If the data matches, the RPA will automatically complete the task and, if not, it can create an exception report for human intervention. With RPA, people are still required when the process cannot be completed or where there is a requirement for judgement, but, even in these instances, most of the processing is done by the robotics thereby freeing employee time to focus on delivering services to citizens not processing paperwork.