Automated workflow improves efficiency in the call center by automatically triggering one activity to another. For instance; when a call is completed, it automatically creates a ticket in help desk. Automated workflow plays a significant role for agents and managers to optimize work and have a hassle free solution to clients' needs and requirements.
The evolution of advanced routing enables businesses to leverage the power of telephony and technology in tandem in order to gain competitive edge. With advanced routing, businesses now can acquire overall information of their customers, from purchase history to demographics, which are instrumental in up-selling, customer retention and driving operational efficiency. The following are some advantages associated with advanced routing:
An 'Automated Workflow' gives you an insight of your work performance, an understanding of the processes to know what exactly is going on. It also helps you to setup metrics, reports that help in improving the process and overall productivity.
Automated Workflow helps in improving and maintaining the quality. It allows you to engage work with an agent who has the appropriate skills, instead of allotting work to an available agent. This results in maintaining high quality standards and leaves no chance of errors.
Automated Workflow gives you a visibility of what is actually happening. And, it allows you to figure out whether the certain activities are needed or not. Eliminating unnecessary activities not only improves efficiency but also saves a lot of time.