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RPA

RPA Use Cases to Assist Your Call Center Staff

Health Check Bot

Many factors can affect staff productivity and the quality of customer interactions they can provide when agents work from home. An RPA Bot can inspect the internet and other aspects of the workplace. It can then keep track of interactions and alert you when additional help is required. This background “coach” ensures that your frontline employees, your brand ambassadors, have the resources they need to provide a positive customer experience.

Password Manager Bot

It’s not unusual for agents to log into numerous applications multiple times during the day. Along with various login requirements, there are always the dreaded “forgotten password” scenarios and session timeouts, which cause even more delay and annoyance, and many password reset requests are sent to the IT helpdesk.

Last but not least, sticky notes and spreadsheets for password management have kept many call center executives awake at night. A Secure Password Manager driven by RPA maintains credentials in an encrypted manner that complies with data security requirements and also automates sign-on to various applications, eliminating helpdesk tickets, and other security concerns that are currently the norm in call centers.

Launch in Context Bot

You’re not alone if you become upset as a caller when the operator asks for the same information many times. Consider the dilemma of an agent who, on average, has 19 systems on their desktop and is continuously copying and pasting the same information. The agent is under a lot of stress as a result of their efforts to make the dialogue appear flawless. 

You can stop copying and pasting. With a smart notepad driven by robotic desktop automation, employees and customers may save time and effort. Smart notepad keeps track of important account and customer information and automatically transfers it to new systems, so your agents don’t have to rely on Post-it® notes or copy-paste to provide a consistent client experience.

Workflow Bot for Agents

We live in a period of extreme cognitive stress. Reduce employee stress by automating decisions that they would otherwise have to make in their heads. Agents are resourceful, and they come up with a variety of shortcuts to automate judgments based on company rules, such as employing calculators, spreadsheets, and macros. Replace them with tried-and-true RPA Bots that automate decision trees and give basic workflows that agents can follow without a lot of training.

Bot of Knowledge

There is a lot of stuff in a lot of organisations. Agents don’t have time to look for information at each client touchpoint. Use Attended RPA bots to track what’s happening during a conversation and intervene with the appropriate job help. There are various methods for effectively delivering real-time agent support.

Real-time Bot

Every customer expresses their issue in their way. Every agent has a solution to a problem. While guided workflows can be beneficial, what can you do if an agent makes a mistake? To respond to trigger-based events, use Attended RPA Bots. Agent activity may be tracked in real-time, with bots alerting them when they depart from recommended practices. When a speech analytics component is added in real-time, intervention becomes smooth. The agent benefits greatly from this type of uncomplicated guidance. Attended RPA bots can also be used to monitor process compliance and increase sales conversion rates.

Call Bot After Work

Many things happen during a call. Transcription of phone calls and chats isn’t adequate to determine priority levels. You’ll need a tool that can summarise significant occurrences and reduce the requirement for manual summaries after the interaction is complete. You’ll need a solution that can produce follow-up tasks for you when they’re needed. There are applications for RPA Bots that are designed to complete tasks with minimal direction and setup. 

Autonomous Bot

There is a way to create a bot that goes beyond standard process mining software. While it’s important to understand how your agents use various tools, such as screens, click streams, and speech streams, they don’t provide the why behind the what. Why is the agent communicating with the consumer in that way?

You want to create bots with built-in intelligence. Current documentation, instructions, and work tools can all be used to help machine learning. The Bot will then reveal the information required to customise the experience. This also aids in the completion of tasks in your backend systems. You can build knowledge on top of the consumer experience with natural language, and then let cognitive RPA tie it all together.

About Us

FSP GLOBAL Group, is a leader in Business Processing Outsourcing (BPO) sector and operates 24/7, 365 days a year. FSP Global provides exceptionally high-quality multichannel customer care experience and support through its call centers. FSP Global offers a wide range of services in BPO and is unique in its domain due to its impressive range of language portfolios, among which: English, German, French, Russian, Arabic, Hungarian, Italian, Romanian, Czech, Spanish, Dutch, Portuguese, Polish, Ukrainian, Kazah, Bulgarian, Albanian, Burmese, Malay, Africaans and other 10 South African languages, Hindi, Urdu, and others. It provides services for clients in more than 25 countries from 3 continents all over the world, like Germany, France, Italy, Switzerland, Netherland, Romania, Ireland, Arabic countries,  Czech Republic, Poland, Australia, Malaysia, Myanmar, Kazakhstan, Kuwait, Pakistan, etc.