Robotic process automation (RPA) benefits the contact center as well as the customer. Behind the scenes, RPA can replace manual processes while increasing efficiency, make the most out of software, and eliminate the need for outsourcing. For the customer, RPA improves their experience and gets them answers as quickly and accurately as possible. However, RPA is only as good as your business process strategy. Here’s how to implement RPA so that it works as well as possible for the contact center as well as the customer.
- Pinpoint Which Processes Can and Should be Automated
Certain business processes will adapt better to RPA than others. Transactional processes are often a better fit for RPA than processes that require a judgement call. For example, a bank may automate the closing of fraudulent accounts so that there’s no time delay between when a fraudulent account is detected and when it’s closed. On the other hand, some aspects of social media customer service can come off as disingenuous when automated, making it a better option to have a team of agents who are responsible for responding to unhappy customers on social media.
- Stack Sub-Processes to Create a New Automation Model
Using RPA for one main goal may require several sub-processes that work together. The benefit of RPA is that it can be customized to the individual contact center’s business processes and needs. If you’re not reaping enough value from a current formula, consider splitting it up into sub-processes that build on one other. By tweaking the sub-processes to make them more effective, the overall result may improve.
- Test the RPA Plan Before Deploying It
No matter how sure you are that the new RPA plan is ready to be implemented, try it out during a pilot phase first. Involve the people who will be part of the program once it’s officially rolled out. You’ll have time to see how effective the plan is in real-time before replacing your current processes. The results of the pilot program will show you where improvements need to be made, if any.
RPA has a host of benefits, including reducing average handling time, improving agent productivity and limiting the time needed to train new agents. Only when RPA is setup correctly, though, can it help the contact center in these – and even more – ways.