Automation Olympics with Keynote by Magic Johnson
Call centers play a key role in shaping customer satisfaction, while their customer service representatives (CSRs) are uniquely positioned to grow revenue by upselling and cross-selling. But these employees face immense demands.
Today’s customers have high expectations for fast, personalized, and effective service – making high first-call resolution and low average handling time critical goals. Yet many CSRs still work with technology that slows them down, often requiring them to deal with multiple slow, cumbersome applications while they speak with customers.
To overcome these challenges, Kryon’s RPA solutions empower CSRs to learn more quickly, access the right information rapidly in real time, navigate disparate computer applications with ease, and provide fast and reliable service. Most importantly, Kryon’s call center advanced automation technology gives call centers an efficient way to raise both customer satisfaction and sales.
In addition to keeping costs to a minimum and complying with regulations that can change frequently, today’s call centers must meet customers’ high expectations for personal service that resolves their issues quickly. To provide this level of service, CSRs must have a fast and well-organized approach to recording and accessing customer information, both during and after phone calls.
Many call centers rely on legacy computer systems that can be slow and difficult to navigate, and many CSRs must work with multiple programs simultaneously – all while speaking with customers who may be impatient. The challenge of multitasking can result in slow service, human error, and a lack of personal attention to the customer.
Call centers have notoriously high employee attrition rates. As a result, many struggle to find an efficient way to train new CSRs and make sure each one has the information they need in order to maintain a high level of customer service.
While CSRs are uniquely positioned to boost revenue through upselling and cross-selling, their success as salespeople relies on having the right information. Many sales opportunities are missed because employees lack important knowledge of their customers, the products their employers want to sell, and what to say in order to make more sales.
With Kryon RPA, it’s quick and easy to make sure your customer service representatives have the training they need to thrive, with a minimal investment of time and resources. Instead of devoting long hours to training new team members, you can assign robots to efficiently guide them through the procedures they need to know. Through helpful on-screen balloon tips, attended call center automation robots can show employees exactly what they need to do, to say, and to keep in mind in order to offer fast, personal, and reliable service.
By automating many of the repetitive tasks that can consume CSRs’ time and attention, Kryon RPA empowers them to get more done in less time – so they can minimize their average handling time and offer more personalized service. For example, Kryon robots can help them to quickly and easily record the key details from each call, so they can efficiently keep customer files complete and well organized. Robots can also give your CSRs quick access to useful information and help them avoid common mistakes, resulting in higher first-call resolution and overall customer satisfaction.
By enabling customer service representatives to increase customer satisfaction, Kryon RPA helps them to more effectively upsell and cross-sell for greater profitability. In addition, Kryon robots enable CSRs to reach their full sales potential by providing them with useful information in real time. For example, you can set a Kryon robot to automatically provide instructions (or even a full script) for speaking to a customer on the phone based on details in the customer’s file. And when a customer wants to make a purchase, the robot can streamline the process of recording the sale.
Instead of focusing on mundane, time-consuming back office tasks, CSRs have more time to handle customer requests that require human decision-making and solving complex issues. Better – and quicker – customer service, in turn, results in better retention.
Kryon robots excel at performing rule-based tasks flawlessly. By preventing errors that can plague CSRs (especially when multitasking), these robots empower your employees to provide more reliable service and boost customer satisfaction.
With Kryon, you can avoid the need to hire more CSRs just to handle seasonal and short-term increases in call volume. And once you have automated a task, you can quickly and easily assign as many robots as you want to perform it.
Unlike some RPA solutions, Kryon is compatible with all types of computer platforms – even Citrix and legacy systems. So as cumbersome as an outdated program may be for your employees, Kryon robots can handle it with ease.
A leading insurance company was looking for a way to improve customer service at its call center. Before implementing Kryon’s RPA, customer calls were time-consuming and frequently resulted in delayed customer transactions. as agents needed to retrieve necessary Know Your Customer (KYC) information from multiple systems.
With the implementation of Kryon’s RPA solution, the call center cut average call times by 70%, reduced customer waiting times by 67% and eliminated 100% of human errors.