Call Center technology upgrades are often hampered by the same old issues: the high cost of integrating systems, and the need to work within the limited processes those systems offer.
In effect, most big projects to improve tools begin with an even bigger project to plan the integration – but this does not need to be the case. Increasingly, project owners are waking up to the ability of API tools and no-code automation to increase business performance without a massive investment of resources.
Integrate easily, Integrate once
One of our central ambitions has always been to provide a product that makes the smallest possible demands on client’s resources when it comes to integration. Working with businesses of every size, we’ve seen first-hand how important it is to start as you mean to go on.
Call center processes are contingent on the performance of numerous systems that may or may not be talking to one another. The babelforce API is designed to unite the benefits of all the systems you rely on, like CRM, ERP and BI, allowing processes to draw on data aggregated from every available source.
Deep data integration provides constant real-time feedback on the metrics that matter most to you. Planning and management divisions can create automated call handling processes with no-code, benefitting from a more detailed understanding of contact volumes, call drivers and customer disposition.
Front-line workers can receive contact-specific data for personalized service, handling interactions with a better chance of meeting upselling and cross-selling opportunities.
Of course the simple integration, along with the ease of customization, represent a substantial cost reduction over legacy systems. This is itself a worthwhile goal, but it also makes life much easier for procurement managers to build their business case.
No-Code Automation is exactly what it sounds like
Another of our key ambitions is to ensure that any competent person can create and improve processes in the call centre. For us, this has always been a matter of common sense. The importance of data collection and scrutiny means that centralized IT departments are increasingly remote from the projects of marketing, sales and service teams. As this gap widens, Gartner predicts that CMOs will spend more on IT than CIOs by 2017.
No-code automation makes it easy for a skilled non-technical person to create and change call handling processes whenever they need to. There are obviously many advantages to this, the foremost being a dramatic reduction in the time between design and implementation.
babelforce’s platform does not require any coding whatsoever, and can be used to create the processes and call flows you need. Leaders are usually well aware of the process improvements that could be made, but feel restricted by the impracticality of arranging an interdepartmental project to address them.
[bctt tweet=”With no-code platforms, anyone can take matters into their own hands and make changes on the fly” username=”babelforce”]
Our automation across APIs drastically lowers the threshold for what is worth changing, because adjustments can be made in a matter of hours. Small changes can be made for incremental gains, allowing the largest companies to act with the agility of startups. Enterprising leaders can even set multiple process paths for A/B testing, fostering a culture of continuous improvement.
Extending this capability to a wider pool of staff can also reduce the burdens placed on IT departments, which are often pulled between projects for change and the task of day-to-day maintenance.
[bctt tweet=”81% of CIOs believe the complexity of existing IT infrastructures is increasing IT support issues” username=”babelforce”]
In essence, babelforce simplified building blocks use the power of the integrated APIs to allow you to create a complex processes easily. Design control can reside with the teams who actually depend on the processes each and every day, and who know where the weaknesses are.
This allows you to capitalize on one resource that is already abundant, but under-utilized: the ingenuity of you and your team. When it takes only a matter of days, or even hours, to create an entirely new process, businesses are quickly going to see a greater level of enthusiasm for locating change.
Your team can collaborate to design new and more efficient call flows and business processes, with input from front-line workers translating easily into real progress.
Automating the Customer Experience
Better processes ultimately mean a superior customer experience. The ability to respond quickly to changing circumstances allows for a CX optimization doctrine that can really act on its observations.
Omnichannel analytics reporting is compiled in your preferred BI system, enabling both real-time appraisal and a longer-term view for KPIs. Changes to customer experience in the form of IVR, queueing and call routing make for happier customers getting a service that’s more aligned to their needs.
As automation continues to increase, more and more interactions are likely to be handled by customers without the involvement of a human advisor. This doesn’t spell the end of the human advisor, but it does mean that the people in front-line service will contribute only to more complex and involved issues.
Skills sets are specializing, and call routing methodology is becoming more and more important, meaning agents need to be armed with the most detailed and precise information that you are able to gather.
With such substantial gains to be made from no-code automation, isn’t time to make the API economy work for you?
