Introduction
Nobody can escape AI, for the last two years it has been the number one tech story and is already changing the world. From content writing to coding, image manipulation to medical diagnosis – the speed of proliferation has been epic. You may even be wondering if this blog on the Virtual Call Centre is written by AI?
It isn’t (but that’s what AI would say – then add a hyphen. If you know, you know).
Contact and Call Centre’s have been some of the first business sectors to implement AI. Initially this was by crude telephone and chatbot support, which has helped develop a negative reputation for the technology. But without going into the specifics, this isn’t really ‘true’ AI.
Most of us have experienced the good and bad of the Virtual Call Centre. The infuriating chatbot that goes round in circles without providing the right answer, or alternatively the slick system that resolves your issue quicker than waiting on the phone.
Benefits of a Virtual Call Centre
Today’s customers and clients expect to be able to access customer services on multiple platforms (chat, email, SMS, social media, phone) and at any time. This presents organisations with a challenge to support customers. Gone are the days of offering a 9-5 telephone number and a PO Box!
To achieve this level of customer service through live agents would not be cost effective for most organisations, unless the service on offer is a 24/7/365 premium concierge! This is where technology and more specifically AI comes into play, providing automated customer service solutions.
To start with, a Virtual Call Centre can manage administrative tasks before a call is handed to a live agent, such as identification and verification. AI can also provide customer information such as an account balance, order update or returns information. Progressing to actions and not just information, the Virtual Call Centre can take a payment, cancel or reschedule an appointment.
AI can take away the heavy administration leaving your agents to resolve more complex issues and in turn reducing customer telephone delays. As a result customer service ratings and CSAT scores can go up by using AI!
Virtual Call Centre Benefits
For organisations, the benefits of a Virtual Call Centre are numerous and measurable, for which there is a robust business case to make the implementation.
Customer Experience
Shorter wait times due to increased levels of self-service which in turn lead to quicker resolutions.
Increased Resolutions
A greater number and proportion of customer service queries are resolved using a combination of human agents and AI solutions.
Reduced Costs
AI speeds up resolutions and by handling the administrative element, reduces the amount of ‘human time’ required. Call centres require less people to achieve the same results. Alternatively human resources can be redeployed to areas where AI cannot improve productivity.
Scalable
Christmas rush, January lull, no problem. Your Virtual Call Centre will adjust accordingly with no recruitment, redundancy or reduction in quality.
Insightful
Data analytics will go to the next level. AI will identify key words, sentiments and conversations, recurring issues and spot vulnerable customers earlier. Information can be used to improve training, communications, products and services.
The Future of Customer Services?
The implementation of Virtual Customer Services needs to be measured, objective based and realistic. At Complete Voice and Data we work with industry leader 8×8 who deliver award-winning services. We can integrate with leading platforms including Microsoft, Google, Salesforce, Zendesk and more.
Using closed data sources (for accuracy and security) the AI learns from your data and your customer conversations, continuously learning and delivering better outcomes – but this is a gradual process. The team at Complete Voice & Data are her to take you through the process, protecting your business each step of the way to ensure a successful implementation. The end result will be worth it.
Get in touch for a demo today.