20 Nov 2022| ONPASSIVE
ONPASSIVE AI to Reduce the Workload of Contact Centre Employees
The COVID-19 pandemic has made the world us bit more challenging. This worldwide health emergency made everyone confine themselves into the four walls of their home and do their regular activities. The conventional work model had to be kept aside as it could not meet with the rapidly changing needs of the customer service and customer support system. Like many other sectors, customer service operations systems face difficulties in scale up their delivery process, delivery experience, and prompt resolutions.
The time demands to deliver state of the art customer service experience. The old system, which was in practice in the pre-Corona era, cannot handle the customer service and support system of contemporary time. The outcome is hampering the customer service experience! During the outbreak of the Novel Coronavirus, this flaw has become exposed! Contact centers are struggling to focus on an area that they should pay attention is increasing productivity and efficiency by making the after call process. Onpassive AI can become your savior in this concern.
After call work is a very crucial step in customer service. It ensures the excellence or quality of the customer experience. In this time, only contact centers summarize the number of calls, categories, actions are taken, and what kind of issue they have resolved, status query, etc. It ensures that the history of all the details is appropriately documented for future reference and purposes.
The importance of real-time virtual conversation between a customer care executive and a customer is always critical. So, the effectiveness and quality of the call should never be questioned under any circumstances. Work that the customer support team needs to accomplish post calling is critical for its overall perception and experience.
If any pending work or any issue is taking too long to resolve or errors made due to data entry, went wrong generally gets solved after calling session. Or, maybe in the case of customer follow up, any other customer service executive can understand the problem much quicker and better way. Long holding time is frustrating for the customers. Generally, with the help of artificial intelligence future, this problem can be minimized. All these brainstorming sessions generally happen after the call session only.
There is no particular rule for how much time should be allocated for the after call work purpose. Ideally, the tie should be as short as possible, ensuring the quality and the comprehensiveness of the particular work. An agent should not interact with other customers while attending the call until they are getting any special instruction from the management team. That’s why this after call work takes account of the average time for calling with customers. According to research conducted between February to August 2020, an average call handling time may vary from 10 seconds to 6 minutes. Onpassive AI and automation can reduce these after-call responsibilities, reduce the average call handling time, and call-waiting to increase the overall productivity.
Conversation- centric automation and AI deliver measurable and significant business value that includes after call work where traditional solutions were rarely able to deliver a promising result. With the application of onpassive ai after the call, work can be automated. For an interaction where a human agent is involved Conversational Service Automation (CSA) automatically transfers interactions from the CSA tone to the human agent. Now, this CSA is capable of detecting a customer’s sentiment and emotion in reality to provide agents the next course of action.
This process is undoubtedly a successful outcome of the artificial intelligence future. Once the call is over, the CSA platform representative presents the call summary of the agent to edit before confirming the same automatically updating the customer relationship management (CRM) system. CSA’s successful deployment allows agents to finish the call efficiently, finish after call work effectively by reducing the number of errors at the same time.
Conversational AI can analyze calls and eliminate the manual and monotonous tasks. CSA platform effectively minimizes the time required for the after call work purpose. The artificial intelligence present in it improves the quality of the agent’s work and efficiency by reducing the average call- handle time. This entire process improves the revenue generation with the proper deployment of an onpassive ai system. The CSA platform encourages self-service and offers better customer care service. With the CSA platform’s help, businesses can transform contact centers and premium customer service experience at a lower price.
The application of artificial intelligence has been changing the work habit of call centers. Shifting from standard office space due to COVID 19 and continuing service remotely would not have been possible without the deployment of onpassive ai. This revolutionary invention is bound to take the customer service experience to the next level.
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Tags: Technology Artificial Intelligence