That Facilitate a Better Consumer Experience

For contact centers and collection agencies, the consumer experience is essential. A good customer experience results in repeat business, brand recognition, and a faster return on investment. This is not news for businesses within these verticals which is why they invest significantly every year in consumer engagement strategies and new agent-training methods. Yet, what they should really be investing in is automation. This post will identify five automation strategies that can facilitate a better consumer experience.

1. Back-End Processes

Many software applications now offer the ability to automate back-end processes. Tedious tasks, like letter generation or check processing, take agents away from the phone. Automating these processes not only reduces administration costs but allows agents to focus on the human side of their job. Alleviating the burden of mundane tasks means agents can give more attention to consumers and handle a larger volume of calls.

2. Self-Service Tools

Self-service tools, like automated phone systems, online consumer portals or chatbots, can eliminate a number of repetitive tasks by allowing consumers to help themselves. Things like account balance inquires, simple payments or resetting passwords can all be handled through an automated system. This frees agents up for more important calls and improves the consumer experience by eliminating wait-time.

3. Data Organization

Automating how your data is handled, from entry to storage, ensures a seamless user experience. When consumer information is streamlined across an automated system, agents can be certain they are getting the most up-to-date information, and less time is spent “hunting” for what they need to facilitate the consumer. This also ensures cross-departmental unity, giving consumers optimal service no matter who they contact.

4. Insight

Automated processes can be put in place to analyze incoming data. This offers supervisors unique insight into the consumer experience allowing them to pass it on to the agents. Using this information to improve processes, update communication strategies, and hone in on consumer demands not only improves operational processes and increases ROI but also improves the consumer experience as a whole.

5. Workflows

Automating workflows takes the guesswork out of agent processes allowing them to focus on the consumer rather than the “next step.” This also frees up supervisors to focus on real problems and agent coaching rather than needless operational procedures. Consumers benefit in this scenario because it allows the contact center to operate in a consistent manner, meeting their expectations for service no matter which agent may take their call.

Automation supports the operational processes of contact-center business models in a variety of ways that translate to a better consumer experience. When agents are supported by the operational technology, rather than bogged down with complex processes or repetitive tasks, they are more engaged in the human side of their job. Engaged agents foster better relationships with consumers. Because of this, businesses may want to consider the ways that they can shift investments in consumer engagement to technologies that employ automation. With the numerous benefits that automation provides, they can experience improvements on multiple levels of their operational processes.

If you are looking for new ways to automate your business processes, we can help. KG Hawes offers two of the most innovative business solutions for the contact center model. The VoizTrail® Communication and Compliance Suite features cutting-edge speech analytics technology offering a simple platform for discovering market trends and consumer insights. Our ARTrail® application is the most modern accounts receivable management solution available, streamlining all operational needs into one user-friendly window to create a simplified agent experience that promotes better consumer engagement. Contact us today for a demo.

Media Contact:
Gerald Jonathan
541.335.2283
gerald.jonathan@kghawes.com