Almost every big company has its Call-center, which operates in the usual way, when the bulk of the incoming call to an operator. Unfortunately, such a scheme becomes less effective each year, because it promotes the growth of waiting in line, poor service and, as a result, customer dissatisfaction.
В такой ситуации альтернативой будет применение аутсорсингового Call-центра. But, Many companies do not apply the scheme, because it is afraid to disclose sensitive information and their bases outside organization data.
That is why, call-center automation is gaining popularity, reduces the costs of 20-30%. В основном автоматизация достигается применением голосовых сервисов с использованием ASR – detection, as well as verification and speech synthesis (TTS).
Automation call center (KC) It consists of the following stages:
Audit call center
KC audit can be carried out internally the company or a special organization. If you are engaged in the company's employees, it is necessary to form a separate working group, which shall consist of representatives of all departments, namely: IT Department, Call-center itself, service or sales department, Depending on the task, которые ставит перед собой автоматический колл-центр.
An audit consists of an interview with the main parties, who lead the technical and organizational side of the call center and the complete collection of the data. Effectively our audit show any application or mainly handled questions, how much time it will take to operators and at which time there are peak loads. Thereby, можно определить какие сервисы и направления работы КЦ можно автоматизировать и насколько это будет экономически выгодно.
Automation for standard queries
according to statistics,, the bulk of calls (40-60%) They are standard. To answer that does not need a lot of time, but because of the large number of them decreases the capacity of the KC. Because of what the customers, who want to ask a difficult question, We have to wait their turn. Based on this, Automation of standard references brings a large and quick effect.
Testing for a group of users
After starting the automation right direction, check the extent to which they take into account the wishes of clients and customers within the company. Basically it runs a couple of service options, of which one is chosen after testing, which is the most popular, both for internal customers, and clients.
Exploitation
The desire of customers to use voice menu, and not to communicate with the operator, It will determine the effect of KC Automation. IVR-menu structure to be built correctly: the most popular questions must be in the top of the list, voice and phrases need to be structured in such a way, the client can without any problems and quickly find the information he needs.
