Today, automation helps to standardize service, giving agents less information to input. This, in turn, creates less opportunities for errors. Here are a few, key takeaways, that show how automation improves call center service quality and oversight:

Depending on the type of organization, on-call information can change daily. Doctors and skilled tradesmen have different personnel available after-hours nearly every night. Automation software allows on-call staff information to be automatically updated into an account. This allows call center agents to easily access the correct personnel to call, eliminating unnecessary wait time for your customers, and allows for a quick response from the client. The automated inputing of on-call information is particularly important for businesses that provide emergency and overnight services.

The automatic upload, rather than having to be keyed in by an agent or supervisor, helps to eliminate possible errors. No staff member or employee wants to be contacted in the middle of the night, unecessarily, when they aren’t on duty. Furthermore, customers that are experiencing an emergency want the quickest response as possible. In the past, if a client wanted a text or email sent to multiple personnel, the call center agents would have to do so seperately. This slows response times. Now, agents are able to send priority information to all necessary staff by the single click of a button.

The use of automation software has significantly improved call center services’ ability to connect with clients and their customers. Escalation procedures can be tailored to each client’s specific needs. For example, if a WESP agent cannot reach the on-call personnel within the client’s approved time frame, the agent is prompted to contact the next designated person, and so on. This applies to both phone calls, text with confirmation, email, or other designated means of contact. Each of our clients creates and customizes their escalation plans to include response times, communciation methods, and personnel to contact. These escalation procedures are critical to maintaining communication with clients, as they can be the difference between generating new customers or simply maintaining current customer relationships.

All businesses have their own language and ways of communicating with their customers. A customized script, and prompted responses, allows the call center agent to be an extension of the client’s business and familiarizes agents with the correct jargon and questions to ask so that information is received and given in a way that is easily understandable for the customer, client, and agent.

Once the client’s service script is created and approved, the script is added to the account so the agent knows to ask the right questions for the right services and gives customers the correct information as prompted by the caller’s responses. This frequently applies to live answering services and Tier 1 help desk services. Based on the caller’s response, agents know to click on the correct account options to take them to the correct series of questions or answers.  This simplifies account information and limits any confusion between the caller, agent, and client. This way, all customers receive the same  high-quality service they expect, and clients can be assured that customers have all pertinent information before they have even spoken with them directly. With a good answering service, most callers will believe they are speaking with in-house staff!

With a designated client login, businesses can access their account information directly through the web portal. This allows clients 24/7 access to their account information to update scheduling and on-call information anytime. Once updated, the information automatically populates in the account for agents to use for any incoming and outgoing calls. Furthermore, portal access allows clients to change their contact information, add or remove employees, listen to recorded calls, and even listen to their calls in real time!

If you have read this far you have probably recognized a theme in automation technology: it allows for greater control for how call centers manage YOUR account. After all, our agents are an extension of your business. Instead of having to call in to speak with an agent or supervisor at the call center, clients can make 24/7 updates and changes to their account on their own, saving time and reducing errors. Automation software serves to both standardize the level of service call centers give, as well as customize to the needs of each client WESP serves. For the best call center services, automation allows clients to save time, improve efficiency, and reduce the chance of account errors.