Please explore the different types of Call Automations available by TELESPEX, using the Call Automation menu above.
What is a Call Automation?
Call Automations are telecom technologies that perform routine, time-consuming tasks and processes. They eliminates or significantly reduces the need for human intervention. Since your business depends on delivering accurate, consistent information and a positive experience at every interaction, automations can make life easier for your and your employees. It may relieve the burden of repetitive, manual tasks and help you and your agents become more efficient and productive.
If you’re looking for a way to improve your customer call experience, automations should be at the top of mind. No matter your industry, call automations can help your business optimize your resources, lower costs and satisfy your customers. It may be just what you need to stay ahead of your competition and take your business to new heights. Let’s dive deeper into what call automations are and how they works.
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6 Benefits of Call Automations
Whether your business sells products or services, sets appointments, provides tech support or anything in between, automating it can lead to these benefits.
1. Improved Customer Satisfaction
In today’s increasingly competitive marketplace, satisfied customers are more important than ever before. If you don’t meet their needs or take forever to do so, there’s a good chance they’ll turn to your competition. Call automations can identify a customer’s connect them to the most qualified agent for their situation, or provide them with the info they need by voice or by text-message, leaving them satisfied and likely to return to you in the future.
2. Increased Employee Satisfaction
Let’s be honest. Nobody enjoys doing the same tasks day in and day out. Thanks to call automations, your agents don’t have to perform them anymore. Instead, they can focus on complex tasks and interesting projects. Automation is key if you’d like to retain top talent in your business.
3. Achieve a Higher First Call Resolution Rate
First call resolution or FCR is a metric that shows how well your business resolves your customers’ issues and questions during the first interaction. Since many customer problems can be addressed through automation, you can easily increase your FCR and gives you and your employees the chance to take more calls with complex queries.
4. Eliminate Errors
Errors can cost your call center time and money. When you and your employees perform the same, mundane tasks for hours at a time, they’re bound to happen. The good news is that call automation can remove errors from your processes and allow for smoother, more efficient operations.
5. Reduce Operational Costs
At the end of the day, the goal of your business is to lower operating costs while maintaining the same level of service. Since automation can take some of the manual tasks off you and your employees plates and free up their availability for callers who truly need them, it can save you a lot of money.
6. Provide 24/7 Customer Service
The reality is that a you and your employees can only work for a limited number of hours each day. By automating some of their tasks, you may serve your customer base round-the-clock. You’ll be able to expand your service hours and channels, supporting your customers when and where they prefer.
Call Automation™ and Call Automations™ are trademarks of TELESPEX.