There are several ways in which contact center agents stand to benefit from robotic automation. Most contact center agents have been led to believe that robotic automation will lead to their job losses.
But where robotic automation has actually been implemented properly, we haven’t witnessed major contact center agent job losses.
What we have seen instead is improvement in the working conditions of the contact center agents. In other words, there are certain benefits that the agents get as a result of robotic automation. In this article, we will be exploring those benefits.
Find out how agents will benefit from robotic automation
One way in which agents stand to benefit from robotic automation is by being freed from mundane tasks. We see that, for instance, the bots (in robotic automation) are able to respond to basic customer queries that require standard responses.
For instance, in situations where customers pose basic questions about the enterprises’ products/services, the bots can respond by giving them links to the pages with information about those products/services. These are things that the agents would otherwise have had to do personally.
Once the bots perform such mundane tasks, the agents are freed to respond to the move engaging customer issues. Therefore they experience less of the boredom that comes from performing the same tasks over and over again.
Another way in which agents stand to benefit from robotic automation is by getting more time off-work. Robotic automation typically leads to less workload for the contact center agents.
In the days before robotic automation, the contact center agents would have to handle a workload that is three or four times as much as that which they have to handle after robotic automation. More time off-work translates into better work-life balance for the agents: which was extremely hard to achieve in the era before robotic automation.
It also means that the agents have more time to improve themselves by, for instance, taking part-time courses which enhance their career prospects.
Yet another way in which agents stand to benefit from robotic automation is by having more peace of mind. This is the peace of mind that comes from knowing that they don’t have so many tasks on their in trays (as the bots perform many of the tasks that would otherwise have ended there). Furthermore, the high accuracy with which the bots are able to perform the tasks means that the agents don’t have to worry too much about errors and other such issues.
The most practical way to find out how agents stand to benefit from robotic automation is by looking at case studies from enterprises that have successfully undertaken robotic automation. Evidence from such enterprises will show that the agents’ lives and working conditions have become vastly better after robotic automation.
SmartOSC DX robot automation agency
One of the areas that we, at SmartOSC DX specialize in is robot automation agency. We are therefore able to implement robot automation properly, to free your contact center agents from mundane/back-breaking tasks.
Contact SmartOSC DX today for robot automation agency services.