Robotic Process Automation for Call Centers
The call center industry is a complex industry from acquisition through customer service management. Processes in this industry are time-consuming, labor intensive, and require a lot of customer interaction. Call centers that are efficiently integrated and automated are agile, responsive, and have 360-degree real-time customer data that enables them to maximize both productivity and profitability.
Robotic Process Automation is being heavily adopted in the call center industry because RPA platforms are specifically designed to deploy bots that can execute manual (attended) processes, automated (unattended) processes, and combined (hybrid) processes between systems that manage accounts, billing, customer service issues, and reporting.
Call Center Automation Use Case
Call Center Automation
BCBS utilized ClearWork and ClearProcess to provide a single view of the customer, reducing its training time and dramatically improving resolution times to customer issues. This resulted in lower CSR turnover and a dramatic return on investment.
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