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Enhance Your Call Center with Workflow Automation
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What is Call Center Automation software
Each Call Center is dependent on its business processes, and they take plenty of employees' time, so they cannot focus on sales and customer service.
Without Call Center Automation Software basic call center is spending their time on listening to dial tone until the customer picks up the phone. Automated Call Center has an Integrated Software Solution — Dialer, which is solely reaching the contact database and connecting the customer with a free agent.
It’s easy to build profitable business processes with Automation Software even if you have a lot of customers. Call Center Automation allows you to establish a great workflow, benefit from time economy and insures your company against mistakes and wrong actions.
For example, the agent is not dialing customers' phone numbers, so he is not afraid to make a mistake in dialing the phone number and he is not losing any time on that process.
Without Call Center Automation Software basic call center is spending their time on listening to dial tone until the customer picks up the phone. Automated Call Center has an Integrated Software Solution — Dialer, which is solely reaching the contact database and connecting the customer with a free agent.
It’s easy to build profitable business processes with Automation Software even if you have a lot of customers. Call Center Automation allows you to establish a great workflow, benefit from time economy and insures your company against mistakes and wrong actions.
For example, the agent is not dialing customers' phone numbers, so he is not afraid to make a mistake in dialing the phone number and he is not losing any time on that process.
Check how the Selmo Predictive Dialer solution will empower your sales team
Popular Types of Call Center Automation
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You will enhance your employees workflow and sales opportunities with Call Center Automation.
Workflow Automation
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With the help of algorithms and artificial intelligence it’s easy to maintain Scheduling Automation to be able to create schedules so all of the agents will work the right amount of time, not more or less. It saves agents time so they can focus on most important tasks. If your Call Center lacks scheduling then you must be ready to lose profit as you won’t understand which amount of agents you need exactly.
Scheduling Automation
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With that type of Automation you can automatically create specific work schedules for your agents in real time in a fully automated way and it’s easy to maintain day-to-day plans.
Forecasting Automation
With Automation 80% of the work time all agents are focused on customer service and maintain 300+ calls each day, while the other 20% they just work with the customer cards. Employees become more productive and they are not wasting any time on phone dialing or listening to the dial tone. Software solution has everything to make your team more productive and to be focused only on customer relations and lead sales.
Voicent Sales Automation
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Сontact Centers establish high-quality customer service and call handling for companies. CRM Systems create a logic solution in call handling and managing customers questions which always appear in the workflow process.
Automated Interaction
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Agents are guided in real time conversations with customers. With the help of automation agents don’t need to focus on remembering all the workflow processes, so they don’t need to know how to deal with any malfunctions or mistakes, as the system is managing these processes on its own and agents focus only on customer relations and dealing with complex situations.
Automated Agent Guidance
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Automated Agent Guidance
Agents are guided in real time conversations with customers. With the help of automation agents don’t need to focus on remembering all the workflow processes, so they don’t need to know how to deal with any malfunctions or mistakes, as the system is managing these processes on its own and agents focus only on customer relations and dealing with complex situations.
Automation is recognizing clients speech with Natural Language Processing (NLP) Instrument, it analyzes his overall mood so the agent will receive a detailed guide.
All the instructions are sent to the agent in real time by Artificial Intelligence (AI). As an example, AI offers a variety of individual scripts to the agent in real time to help him maintain the conversation.
Automated Agent Guidance increases overall agents productivity, mindfulness and allows them to establish more lead sales in a short time which helps them on their career progression. Agents and AI symbiosis establishes the best terms for Call Centers productivity.
Automation is recognizing clients speech with Natural Language Processing (NLP) Instrument, it analyzes his overall mood so the agent will receive a detailed guide.
All the instructions are sent to the agent in real time by Artificial Intelligence (AI). As an example, AI offers a variety of individual scripts to the agent in real time to help him maintain the conversation.
Automated Agent Guidance increases overall agents productivity, mindfulness and allows them to establish more lead sales in a short time which helps them on their career progression. Agents and AI symbiosis establishes the best terms for Call Centers productivity.
Automated Interaction
Сontact Centers establish high-quality customer service and call handling for companies. CRM Systems create a logic solution in call handling and managing customers questions which always appear in the workflow process.
Company receives its own unique space for high-quality customer service by integrating the Workflow Automation CRM.
CRM is recording all data from customers and previous calls. In some types of dialing, an operator is used to focus on customers' card information to prepare for voicent sales.
Even by first call interaction with a customer, the manager can see the text script which is prepared by a supervisor with all possible scenarios. By second phone call interaction a unique customer card is created with all the specific information, call history, audio recordings, comments, aims, sent emails and SMS messages and detailed profile.
Company receives its own unique space for high-quality customer service by integrating the Workflow Automation CRM.
CRM is recording all data from customers and previous calls. In some types of dialing, an operator is used to focus on customers' card information to prepare for voicent sales.
Even by first call interaction with a customer, the manager can see the text script which is prepared by a supervisor with all possible scenarios. By second phone call interaction a unique customer card is created with all the specific information, call history, audio recordings, comments, aims, sent emails and SMS messages and detailed profile.
Voicent Sales Automation
With Automation 80% of the work time all agents are focused on customer service and maintain 300+ calls each day, while the other 20% they just work with the customer cards. Employees become more productive and they are not wasting any time on phone dialing or listening to the dial tone. Software solution has everything to make your team more productive and to be focused only on customer relations and lead sales.
Robot is creating an individual customer experience for each client, as an example, he is able to automatically follow up with an offer for a client by email message tailored to his purchasing history.
Robot is creating an individual customer experience for each client, as an example, he is able to automatically follow up with an offer for a client by email message tailored to his purchasing history.
Forecasting Automation
With that type of Automation you can automatically create specific work schedules for your agents in real time in a fully automated way and it’s easy to maintain day-to-day plans.
Forecasting allows you to use statistical data in your databases to calculate each employee schedule.
Call Center Automation Software automatically defines any customer's specific time zone with his phone number and creates a tailored-to-customer schedule, for example from 8am to 5pm, so the Administrator is not losing his time to split the databases into regions or etc. Operators can see each client's time zone so they know if it’s best to start with “Good Morning” or “Good Evening”.
Forecasting allows you to use statistical data in your databases to calculate each employee schedule.
Call Center Automation Software automatically defines any customer's specific time zone with his phone number and creates a tailored-to-customer schedule, for example from 8am to 5pm, so the Administrator is not losing his time to split the databases into regions or etc. Operators can see each client's time zone so they know if it’s best to start with “Good Morning” or “Good Evening”.
Scheduling Automation
With the help of algorithms and artificial intelligence it’s easy to maintain Scheduling Automation to be able to create schedules so all of the agents will work the right amount of time, not more or less. It saves agents time so they can focus on most important tasks.
If your Call Center lacks scheduling then you must be ready to lose profit as you won’t understand which amount of agents you need exactly.
Key functions of Scheduling Automation:
Traffic Forecasting & HR;
Building Call Centers Agents Work Schedule;
Schedule Control & Maintain;
To build a Schedule, you need to integrate statistical data from your Call Centers Communication Platform, so the Programm Module will calculate overall agents work load and number, which are required to establish Call Centers plan.
Scheduling Automation allows you to control the progress of scheduling, so you can see how the Call Centers agents are following the overall work schedule compliance in real time.
If your Call Center lacks scheduling then you must be ready to lose profit as you won’t understand which amount of agents you need exactly.
Key functions of Scheduling Automation:
Traffic Forecasting & HR;
Building Call Centers Agents Work Schedule;
Schedule Control & Maintain;
To build a Schedule, you need to integrate statistical data from your Call Centers Communication Platform, so the Programm Module will calculate overall agents work load and number, which are required to establish Call Centers plan.
Scheduling Automation allows you to control the progress of scheduling, so you can see how the Call Centers agents are following the overall work schedule compliance in real time.
Workflow Automation
You will enhance your employees workflow and sales opportunities with Call Center Automation.
Automated Call Center allows you to create documents, set tasks and to store all your data and files in any system. With Workflow Automation CRM you make it easier for your operators to accomplish their tasks and you enhance the overall call center speed, so your employees are not losing their time on non-significant tasks.
Automated Call Center allows you to create documents, set tasks and to store all your data and files in any system. With Workflow Automation CRM you make it easier for your operators to accomplish their tasks and you enhance the overall call center speed, so your employees are not losing their time on non-significant tasks.
Content Oriented Web
Make great presentations, longreads, and landing pages, as well as photo stories, blogs, lookbooks, and all other kinds of content oriented projects.
Content Oriented Web
Make great presentations, longreads, and landing pages, as well as photo stories, blogs, lookbooks, and all other kinds of content oriented projects.
Content Oriented Web
Make great presentations, longreads, and landing pages, as well as photo stories, blogs, lookbooks, and all other kinds of content oriented projects.
Content Oriented Web
Make great presentations, longreads, and landing pages, as well as photo stories, blogs, lookbooks, and all other kinds of content oriented projects.
Content Oriented Web
Make great presentations, longreads, and landing pages, as well as photo stories, blogs, lookbooks, and all other kinds of content oriented projects.
Content Oriented Web
Make great presentations, longreads, and landing pages, as well as photo stories, blogs, lookbooks, and all other kinds of content oriented projects.
Customer’s Loyalty
Customers have to listen to music and hold on the line if Call-Centers have no automation, while Agents are busy. In Automated Call-Center Robot will be able to instantly start the dialog, ask necessary questions and then it will switch the “warm” customer to the agent.
Artificial Intelligence (AI) is using Natural Language Processing (NLP), servers and data to handle customers requests in a few seconds. This process is saving customers time and manages to solve their problems in a much faster way. Algorithms determine customers' requests and then they switch him to the proper agent. Artificial Intelligence provides agents with additional information about the specific customer, as an example, browsing history or payments. This approach reduces the average processing time per client.
Artificial Intelligence (AI) is using Natural Language Processing (NLP), servers and data to handle customers requests in a few seconds. This process is saving customers time and manages to solve their problems in a much faster way. Algorithms determine customers' requests and then they switch him to the proper agent. Artificial Intelligence provides agents with additional information about the specific customer, as an example, browsing history or payments. This approach reduces the average processing time per client.
Resource Optimization
Agents save time and call-center supervisors save money with workflow automation. Moreover, overall customer service quality is rising and call-centers' costs drop.
Higher First Call Resolution Rate
First Call Resolution Rate – amount of clients requests which are solved in the first call and don’t require secondary contacts. With Higher First Call Resolution Rate, the Call Center is experiencing less costs, higher employee's productivity rate, and higher customer service quality.
Robots are solely solving typical customer requests without agents involved, for example, they help customers to buy a ticket for an event or inform them about new product features.
Robots are solely solving typical customer requests without agents involved, for example, they help customers to buy a ticket for an event or inform them about new product features.
Increased Employee Satisfaction
Employees don’t like routine tasks, even if it's email marketing or cold calling. With the help of Call Center Workflow Automation your agents don’t need to do routine tasks.
Meanwhile robots are doing all the simple tasks, agents are focusing on more complex tasks, which is significantly raising the overall loyalty rate.
Meanwhile robots are doing all the simple tasks, agents are focusing on more complex tasks, which is significantly raising the overall loyalty rate.
Improve Service Level Management
Call Center Agent Speed is the key factor in customers loyalty
Customer Loyalty Level – percent of calls which operator handled throughout the needed amount of time, which is set by the Call Centers Supervisor.
It’s hard to maintain high-quality customer service if your agents are too busy handling other processes
Low Workload of agents means that the call center has an overabundance of workers compared to calls, this means that every customer who calls will receive an instant response, which means that the level of customer service will increase, the higher the average response speed, the higher the service speed.
Customer Loyalty Level – percent of calls which operator handled throughout the needed amount of time, which is set by the Call Centers Supervisor.
It’s hard to maintain high-quality customer service if your agents are too busy handling other processes
Low Workload of agents means that the call center has an overabundance of workers compared to calls, this means that every customer who calls will receive an instant response, which means that the level of customer service will increase, the higher the average response speed, the higher the service speed.
24/7 Customer Service
Call Centers work time is limited, moreover, it must have breaks, vacations and sick-days, while robots don't require vacations and breaks. Automated Customer Service is working 24/7, for example chat-bots can answer clients questions even at night and a free agent will follow-up at the best suitable time.
Selmo — is a multipurpose software solution with all the tools to establish, maintain and boost outsourcing contact-center. By choosing our solution, it’s easy to establish your automated call-center, as you won’t spend any time on integrating tons of other products from different companies, as Selmo has everything you need for effective work.
Automate Your Call Centers Workflow Process
Run a test predictive call.
No credit card required.
No credit card required.
FAQ
It’s a fully automated call center in terms of Scheduling, Stable Workflow, Day-to-Day Scheduling, Planning and Employees Satisfaction.
Yes, if you have a Call-Center or you are willing to establish one.
Your Agents will spend more time on warm leads and your customers will solve their requests much faster.
AI, Robots & Workflow Automation – They are doing all the simple tasks so your employees can focus on lead sales and maintain overall positivity in your company, moreover, it allows you to keep track of overall company plans in real time and make changes in day-to-date schedule.
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