Call Center Automation

What does call center automation mean? 

Call center automation refers to the use of software and technology to automate time-consuming, repetitive and routine tasks in a call center. Automation leads to reduced reliance on human agents, often leading to what we call an “agentless call center.”  

Call center automation yields many benefits, such as: 

• Increased customer satisfaction as the resolution rate and accuracy go up 
• Improved agent productivity as agents can focus on cognitive, fulfilling tasks 
• Reduced error rate as human intervention is minimal 
• Cost savings as tools can handle multiple cases with no downtime or overtime 

What are common use cases for call center automation? 

Automation in call centers can be implemented in varied ways: 

Chatbots and voice bots: These virtual assistants can provide 24/7 assistance, troubleshoot minor issues and keep callers engaged. 

Lead generation: Automation can help qualify leads in inbound and outbound calling campaigns. 

Data entry: Updating CRM records and internal databases can easily be automated to reflect fresh information. 

Call routing: IVR systems integrated with automation logic can route callers to agents based on availability, skills and sentiment, improving first call resolution rates. 

Automated communication: Brands can send out automated SMS, email and chat messages for reminders, payment alerts, order updates and more. 

No doubt call center automation is a goldmine of opportunities. However, its implementation should be done wisely after considering the common challenges associated with it.