Call Center Workflow Automation

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Automating a company’s workflow means automating specific actions. Automated actions occur in a sequence until a business process is set in place.

A properly automated workflow allows employees to devote less attention to repeated tasks. In the best-case scenario, a process can be fully automated, which speeds up the time needed to complete it and reduces errors.

As an example, automating number dialing and operator connection in call centers increases employee productivity by 3–5 times.

Why Automation Is Important in Call Centers

Call-center automation lets operators increase their capacity and improve the quality of their work. Meanwhile, you can easily process information, direct phone calls and systematically inform clients about deals and offers.

What can automation do for your call center?
  • Operators
    • Track their performance
    • Share information with coworkers on the company’s social media
    • Use mass communication
    • Process incoming calls in the order they arrive
  • Managers
    • Monitor and adjust operator workloads
    • Process incoming messages as needed
    • Customize call-processing scripts as they see fit
    • Manage large amounts of data from anywhere in the world
    • Create uniform standards for client communications
Automating your call center will let you dedicate time and attention to each client, and you'll never miss a call.

Internal and External Processes

Workflow automation ensures that multi-step processes execute properly. Processes include:
  • Connecting a new client with a provider
  • Reviewing bank loan applications
  • Processing customer claims in service centers or customer communications in the housing and utilities sector
  • Managing all the processes between departments within a company's subdivisions
Automation allows you to build and organize business processes of any complexity.

Integrated services can be used in conjunction with automated processes to link analytical tools as well as to transmit and receive data from internal and external corporate software.

Automating internal and external workflow processes improves both the call center's overall performance and the client's experience. Companies can't afford to forgo the use of technology with these features because clients want a hassle-free experience, quick response times, and a seamless process for getting the information.

Examples of external workflow processes include calling, newsletters, and lead generation, while task assignment within teams is an internal process. If you would like to automate your company's external and internal workflows, it's best to use a tool that does it all.

Intelligent Automation to Boost Performance

  • Without Automation
    Impractical Use of Work Hours
    In the process of calling two hundred clients, each operator spends 60 minutes daily just listening to a dial tone. For four operators, that is 4.5 hours a day, 90 hours a month, or 1,080 hours a year spent waiting on the employer's dime.

    Slow Response Times
    Operators get thousands of requests every day but don't have the time to respond to each one. Clients turn to competitors when operators can't answer right away.

    Uncontrolled Sales and Lead Loss
    Call center managers often classify clients as one of three types based on the number of completed fields in their inquiry. These fields are hot, warm and cold. Given the operators' workload, cold leads occasionally get lost in the funnel, creating tens of thousands of abandoned clients. When operators decide who to call, they control your profits
    Selmo turns all this around. It uses predictive dialing to call incoming inquiries and helps you
    • “condense” inquiry processing
    • Speed up manager response times to new inquiries
    • reduce clients' opportunity to choose
    • automate the process
    • pave the way for staff increases
  • With Automation
    Twice as Many Conversations
    With this dialer, the operator can focus on making calls continuously throughout their shift. When a client picks up the phone, the auto dialer instantly connects them to an available operator. If there's no answer, the program adds that number to a callback list.
    The conversation ends → the manager saves the card → the next conversation starts immediately. No interruptions, no dial tones, and no waiting. You productivity increases by 2–3 times.

    Lightning-Fast Response Times
    Once requests appear in the CRM, Selmo instantly begins processing them. While the manager is in conversation, the dialer calls several database contacts simultaneously and uses statistical data to predict when the conversation will end. As soon as the new client answers, the dialer connects them with an available operator.

    No Leads Lost
    When clients don't answer, there's no need for managers to manually set new dialing tasks. The dialer moves unanswered calls into a queue and dials the number until the client picks up. Every client gets to talk with a manager. No one gets lost, and no one is left stuck on the line. You have total control.

Benefits of Call Center Workflow Automation

  • Timezone-Aware Calling
    Set schedules for all projects and add them to a single list to call clients. Selmo recognizes the region by phone number and calls during set hours within the client's time zone.
  • Connects Operators to Answering Clients
    Selmo calls through the database and connects operators only to those contacts who answer the phone. It pulls up the client's information automatically, saving 5 minutes on each call or 25 minutes on every 300 conversations.
  • Calls up Scripts and Client Information
    Create scripts for different types of calls, and Selmo automatically opens the correct one. Operators can send text messages and emails during calls. The speech-to-text feature lets you record call outcomes verbally and saves 2.5 hours a day.
  • Detects Answer Machines
    When the program detects an answering machine or service, it hangs up and adds the number to the Answering Machine Detected list, saving operators from spending time on these contacts.
  • Processes 100% of the Database
    If a call is "Busy", "No Answer" or "Call Rejected" from the other end of the line, the system calls back as many times as specified in the settings. Every contact is processed and the outcomes are recorded. No more lost leads.
  • Moves Leads to the CRM
    Selmo is integrated with AmoCRM and Bitrix24. Leads move to the right stage in the CRM based on call outcomes. You can also set up phone transfers by number so that the client receives leads directly.
  • Analyzes Data in Real Time
    The program collects and analyzes data on calls and employee productivity in real time. These up-to-the-minute statistics are always available in the form of schedules and graphical reports.

Learn more about our contact-center automation best practices

  • Agents spend 80% of their work hours talking to customers and 20% taking notes on previous calls. Nothing distracts them from sales.

  • The smart software immediately patches customers through and automatically redirects calls in a preset order. Set up call routing rules based on availability or any other criteria.

  • The software accounts for the customers’ region and time zone.

  • Selmo calls your contact lists automatically, saving ~25 minutes over every 300 conversations.

  • The speech-to-text interpretation interface recaps the voice conversations, which saves each agent another ~2.5 hours a day.

  • Depending on the conversation outcome, the customer is sent to the appropriate stage in your system’s sales pipeline.
  • Selmo collects prospects from all your sources, including feedback forms and lead forms from your website, email, social networks, CRM, etc.

  • Agents respond instantly. Your response rate depends entirely on the number of agents available at that moment.

  • Closing deals is 2–3 times faster with the predictive dialer. Selmo lets your employees hold 300 conversations in an 8-hour work day.

  • Selmo processes 100% of requests and moves all completed calls to the appropriate stage in the sales pipeline. Unanswered calls are automatically added to the callback list.
  • A fully customizable call workflow lets you set up one workflow for all agents or an individual one for each.

  • The IVR distributes calls amongst agents faster, reducing the workload.

  • Selmo recalls previous communications with leads. If a lead spoke with a specific agent, the system reconnects them with that same agent.

  • Selmo displays the sales script and all the customer’s details during calls.

  • If for any reason a customer doesn't reach an agent, Selmo notifies the manager by email and calls back itself.

  • The service scales up to several thousand lines and monitors each line’s load and key indicators 24/7/365. Important metrics update in real time.
Selmo is a cold-calling program that auto-dials clients from a contact database. It has a user-friendly interface for operators and a wide range of features for administrators. Try our service for free to see if it’s right for you.

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