RPA Contact Center process case study

Challenge: Handling High-Volume Business Processes in Customer Contact Centers

Overview:

• This unique challenge involves managing high-volume business processes in customer contact centers.
• These processes originate from customers through online portals and emails.
• The Contact Centre staff is responsible for directing and processing these processes during core business hours.
• The volume of incoming requests varies each month, and there is a service level requirement of 2-4 days for turnaround time.
• To successfully manage these processes, seamless interaction with multiple applications such as CRM, Salesforce, Oracle, ServiceNow, web portals, email, and Excel is necessary.

RPA Solution-

• To ensure seamless handling of requests and efficient transaction completion, the RPA bot follows a distinctive procedure. Here are the unique steps involved:

1. Bot login and data extraction: The bot logs in as a named user to the online portal and email. It checks for incoming requests, extracts the relevant data based on the request type, and performs data validation to ensure accuracy and reliability.

2. Application interaction: The bot then logs onto the necessary applications using designated user credentials. It completes the transaction as per the specified process request, adhering to the predefined design and guidelines.

3. Customer communication: After successfully completing the process, the bot sends an email to the customer, providing them with the appropriate update related to their inquiry. This ensures prompt and effective communication throughout the transaction.

4. Transaction log creation: The bot generates a log file that captures details of all processed transactions. This log file is then emailed to the nominated business unit, enabling comprehensive tracking and documentation of completed activities.

5. Handling failed transactions: In the event of a transaction failure, such as records not being found, the bot promptly transfers the inquiry back to the nominated business unit. This ensures that the necessary resolution is initiated to address the issue and complete the transaction.

6. Application availability management: If a transaction fails due to the unavailability of an application, the bot automatically retries the transaction. Simultaneously, it notifies both the business unit and the service desk, providing them with information about the potential application outage. This proactive approach ensures timely awareness and necessary actions to mitigate any disruptions.

RPA Benefits in Contact Center Automation:

The implementation of process automation has resulted in remarkable achievements and benefits. Here are the unique outcomes:

1. High Degree of Automation: A significant percentage, ranging from 70% to 100%, of effort has been successfully automated. This level of automation has greatly enhanced operational efficiency and productivity.

2. Drastic Improvement in Service Levels: Service levels have experienced a substantial improvement, with the turnaround time reduced from 2-4 days to same-day completion. This accelerated service delivery enhances customer satisfaction and ensures prompt resolution of inquiries.

3. 24/7 Operation: The operation has transitioned from limited weekday hours (8 am - 6 pm) to round-the-clock availability, enabling continuous service provision to customers. This extension of operating hours ensures greater accessibility and responsiveness.

4. Enhanced Customer Experience: Automation has significantly improved the customer experience by streamlining processes, reducing response times, and providing faster resolutions. Customers enjoy a more efficient and satisfactory interaction with the organization.

5. Significant Reduction in Operational Costs: The automation initiative has led to substantial cost savings by reducing the reliance on manual labor and improving process efficiency. This optimization of resources results in a notable reduction in operational expenses.

6. Improved Scalability: Automation has improved scalability by efficiently handling increased workloads and accommodating fluctuating demands. This flexibility allows for seamless scalability without compromising operational efficiency.

7. Zero Error Rate and Quality Improvement: Quality improvement efforts have resulted in achieving a remarkable 0% error rate. Automation ensures consistent and accurate execution of processes, minimizing errors and enhancing overall data integrity.

8. Improved Staff Retention: By reducing high-volume, low-value work, staff members can focus on more complex and higher-value tasks. This enhances job satisfaction, contributes to staff retention, and allows employees to utilize their skills and expertise effectively.

9. Rapid Return on Investment (ROI): The automation initiative has proven highly cost-effective, with a return on investment achieved within a short period of just four months. This demonstrates the efficiency and financial benefits of process automation.

10. Higher Standardization of Processes: Automation promotes a higher level of process standardization, ensuring consistency and adherence to predefined guidelines. This standardized approach enhances efficiency, accuracy, and compliance across the organization.