Call Centers & Customer Service
Automate Customer Service
journey using RPA
Using RPA in Call Centers & Customer Service
The customer service processes in the call centers contain highly repetitive tasks and are often non-decision-making. The abundance of such rule-based business processes in call centers allows us to make a significant gain by automating the overall experience of call center agents and customers.
Call center employees provide data flow in more than one source simultaneously while trying to find solutions to the problems of customers who have issues. However, performing multiple tasks simultaneously can cause poor service quality, the high possibility of making mistakes, and customer dissatisfaction.
Identifying the Customer
in the CRM
RPA offers a helpful approach to data insertion and workflow. It automates application launch, mouse clicks, field entries, eliminating the need to load a detailed customer profile from multiple systems, including CRM, and switch between various applications.
Installing RPA in call centers significantly reduces the time required to identify the customer in the system and display all necessary details on a single screen. As a result, the customer representative speeds up the loading of the components, and the system-related time loss is eliminated.
Updating Customer Information
in the CRM
As the call progresses towards resolution of the problem, the agent should update the customer information in the CRM. Therefore, the agent needs to open various applications for its information to be updated on multiple systems. Manually entering data into multiple fields in different systems is a complex and error-prone process.
RPA technology allows the integration of data in various areas of the systems with a single login by the call center agent. RPA robots can perform automatic template filling, copy-paste operations, field entries and more with little human intervention. Robots eliminate the confusion and risk of error between various systems.
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What Our Customers Say About Us
We developed a great partnership with Robusta, who simplified and automated some of our major workflows leading to significant efficiency increases and cost reduction. We appreciate their dedication and creativity to bringing our initiatives to life.
Robusta has proven to be a true strategic partner to our company by combining their state-of-the-art and easy to use RPA solution with a clear dedication to customer satisfaction.
Our customers appreciate that with the Robusta Cognitive Automation RPA platform, they can get their process improvement efforts up and running in a short timeframe. And, also thanks to Robusta RPA for such extensive and structured partner training opportunities. Robusta Partner Network has enabled us to reach more customers with more suitable solutions. As a partner, we thank the entire team for their support from start to finish.
AZİZ VOLKAN KURT
We wanted to replace the cumbersome and unstable RPA product we were using. Robusta carried us over to their platform in record time, and we never looked back!
We were looking for RPA technology that was easy to use, configure, learn, adopt, and manage. Robusta exceeded them all. They clearly stood apart from the competition in this important area, which is the main reason we picked them.
Robusta has been more than a RPA software vendor since we started our partnership. The entire team have been putting their hearts and souls in automatizing our processes. Robusta has already been and will be a key digitalization partner of us.
We were looking for a strategic partnership with an RPA vendor who would be capable of working with us, who would also deliver an innovative product roadmap to continue to help us in the future. Robusta clearly demonstrated its long term vision and proved that their technology would carry us into the future.