Every day, contact centre teams handle a range of responsibilities, from maintaining accurate call summaries to delivering omnichannel support.
But how do you ensure your processes are as seamless as possible?
Here are five ways you can utilise AI, automation, and insights to improve efficiency for your customers and employees.
Self-service support
Do many of your customers get in touch about similar, routine enquiries?
That’s where self-service options can make a huge difference.
From resource libraries and FAQs to AI-powered chatbots and online portals, providing your customers with efficient ways to access the information they need will ease pressure on your call handlers, who can instead focus on more complex communications.
Simply identify the most common enquiries your teams receive, then tailor your self-service support to include this information. And with 69% of customers preferring to use self-service options, it is guaranteed to improve customer satisfaction – and reduce the burden on your employees.
Automated call transcriptions
You can also improve efficiencies by automating repetitive tasks, like creating call transcripts and summaries.
Through AI integration, you can create real-time transcripts of calls. This allows your teams to focus on delivering support, instead of having to type up notes. These transcripts can then be used to automatically generate summaries, again reducing your employees’ workload.
Call summaries and transcripts can also be used as training resources for your employees – and can enhance your AI-powered communications too.
By highlighting key words and phrases that call handlers use in specific situations, you can tailor AI to become more human-centric, making chat bot messages and automated emails feel more personal.
Training and resources
Providing your teams with regular training is a great way to ensure they stay up to date with the latest CX trends, technology and customer service best practices.
This might be a demonstration on new software you are implementing – or could involve more formal learning, such as an online course or apprenticeship.
You can also use call summaries as resources to equip your employees with the knowledge and confidence to handle more complex calls. Use examples of communications that went well, alongside those that were more challenging.
AI can also be used to provide resources for your team, such as automated prompt cards that help your team signpost customers to relevant resources or services.
Real-time insights
Leveraging data through a CRM is an essential way to improve efficiencies in your contact centre.
It can inform your self-help content by identifying patterns and trends in the types of enquiries raised. It can also help you understand the average engagement rate across each of your communication channels.
Insights can also be gained on any real-time issues that occur, such as longer than expected call queues. Not only does this allow you to respond to things quickly, but it can also help with your long-term planning.
Perhaps you have a specific channel that’s being underutilised or there is a recurring drop-off point in communications. This gives you areas to focus on, helping to improve the overall customer experience you provide.
Outsourced call handling
Many customers prefer to get support over the phone. But call queues, wait times and office hours can have a negative impact on the customer experience. In fact businesses lose an estimated £30bn a year due to missed calls alone.
That’s where outsourcing your call handling can help. From surge support during peak periods and overflow rerouting to out of hours services and 24/7 helplines, there are a range of options available.
If you have your own call handling team already, then overflow support during busy times can ease the pressure on your employees. Or if you notice that customers often require support out of your normal hours, you could reroute those calls or outsource a 24/7 service.
The aim is to enhance your existing capabilities, ensuring customers can access the support they need, whilst prioritising the wellbeing of your employees.
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Our award-winning customer service teams can create a bespoke package of support to improve efficiencies in your contact centre.
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