Repetitive conversations don’t have to be expensive ~
In any contact centre, there are some calls that essentially boil down to saying the same thing over and over again. These repetitive conversations cover everything from human resources functions to product support and account cancellations.Each of these calls comes at a cost to your organisation. There’s the monetary cost of the calls, agent salaries, training costs, infrastructure expenses, technology investments, and overhead costs.
Magnify that and add in multiple disgruntled customers saying unsavoury things and it’s easy to see why employee turnover rates in contact centres are so high. While South Africa’s economic realities mean contact centres here likely don’t have the same kind of 42% staff attrition rates seen by their UK and US equivalents, contact centres should be doing everything they can to keep turnover rates low.
Knowing that repetitive conversations are costly in so many ways, the obvious solution is to try and eliminate as many of them as possible. While completely eliminating such calls is almost impossible, automation can greatly reduce the volume a contact centre has to deal with. Granted, early attempts to transfer repetitive conversations to other channels sometimes felt clunky and unnatural, a converging set of technologies mean that no longer has to be the case. Virtual Agents powered by new Conversation Process Automation technologies, for example, can help ensure that these interactions contain the necessary context to help customers resolve issues themselves.
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