Automated workflows have become a mainstay in business software. Companies from all industries use them in a variety of ways for a variety of purposes.
They have been lauded as almost silver bullets for improving efficiency. So what’s behind all the hype?
In this blog, we’ll explore workflows through automation, emphasizing their application to modern call centers.
What is an automated workflow?
An automated workflow is a series of activities in which one action automatically triggers another. Example: When a form is filled out on a website, the information is automatically sent to the Marketing team.
How do automated workflows apply to call centers?
The purpose of a call center is simple: to make and receive calls. To accomplish this goal, a wide range of processes must be in place.
Automated workflows are a call center software feature that helps agents and managers optimize task performance.
Examples of Call Center Workflows through Automation
When a call is ended, create a ticket in the helpdesk
Also, when you miss a call, send an email to the sales manager
When a new contact is in your call center software, create a new contact in your CRM
When a voicemail is left, create a ticket in your helpdesk application
What are the advantages of call center workflows?
Automated workflows represent a major enhancement in call center technology.
They enable agents and managers to accomplish more tasks, more accurately, in less time.
Here are a few of the major advantages of workflows through automation in the call center:
1. Reduce errors
In many cases, automated workflows eliminate the need for repeat entry of data. They enable communication between different business tools, which ensures that records are kept consistent and up-to-date. This promotes efficiency in locating customer and prospect records and allows for more informed conversations.
2. Reduce after call work
After-call work can take up a significant proportion of the working day for agents.
It encompasses tasks such as entering disposition codes, updating databases, completing forms, and sending emails.
After Call Work is essential to the functioning of a call center, but it can be tedious and result in mistakes.
Workflows through automation ease the burden of after-call tasks by automating many of them, particularly those that require updating databases.
This saves time and allows agents to speak to more customers and reps to speak to more prospects.
3. Receive notifications
Advanced call center software solutions allow managers to configure automated workflows to send emails after a significant event happens.
These emails can be of a user’s customization to contain specific relevant information.
In this case, workflows through automation allow managers to have even more visibility into the workings of their call center.
How do business tool integrations factor into call center automated workflows?
Business tool integrations are part of the majority of workflows through automation in the call center.
In general, the automated workflow transfers data from the call center software to the business tool or vice versa.
These two-way integrations allow agents and reps to leverage numerous tools without being concerned about data loss or inconsistencies.
Automated workflows are an integral part of effectively running call centers. Learn more about workflows through automation by reaching out to us via our website or give us a call at (888) 761-9139.
