Automated workflows have become a mainstay in business software. Companies from all industries use them in a variety of ways, for a variety of purposes. They have been lauded as almost silver bullets for improving efficiency. So what’s behind all the hype?
In this post, we’ll explore automated workflows, with a particular emphasis on their application to modern call centers.
What is an automated workflow?
An automated workflow is a series of activities in which one action automatically triggers another. Example: When a form is filled out on a website, the information is automatically sent to the Marketing team.
How do automated workflows apply to call centers?
The purpose of a call center is simple: to make and receive calls. To accomplish this goal, a wide range of processes must be in place. Automated workflows are a call center software feature that helps agents and managers optimize task performance.
Examples of Call Center Automated Workflows
- When a call is ended, create a ticket in helpdesk
- When a call is missed, send an email to the sales manager
- When a new contact is created in your call center software, create a new contact in your CRM
- When a voicemail is left, create a ticket in your helpdesk application
What are the advantages of call center automated workflows?
Automated workflows represent a major enhancement in call center technology. They enable agents and managers to accomplish more tasks, more accurately, in less time. Here are few of the major advantages of automated workflows in the call center:
1. Reduce errors
In many cases, automated workflows eliminate the need for repeat entry of data. They enable communication between different business tools, which ensures that records are kept consistent and up-to-date. This promotes efficiency in locating customer and prospect records and allows for more informed conversations.
2. Reduce after call work
After call work can take up a significant proportion of the working day for agents. It encompasses tasks such as entering disposition codes, updating databases, completing forms and sending emails. After Call Work is essential to the functioning of a call center, but it can be tedious and result in mistakes.
Automated workflows ease the burden of after call tasks by automated many of them, particularly those that require updating databases. This saves time and allows for agents to speak to more customers and reps to speak to more prospects.
3. Receive notifications
Advanced call center software solutions allow managers to configure automated workflows to send emails after a significant event happens. These emails can be customized to contain specific relevant information. In this case, automated workflows allow managers to have even more visibility into the workings of their call center.
How do business tool integrations factor into call center automated workflows?
Business tool integrations are part of the majority of automated workflows in the call center. In general, the automated workflow transfers data from the call center software to the business tool or vice versa. These two-way integration allow agents and reps to leverage numerous tools without being concerned about data loss or inconsistencies.
Automated workflows are an integral (pun intended) part of effectively run call centers. Learn more about automated workflows by requesting a live demo of the Talkdesk-Salesforce integration.