As a contact centre manager, you want the best for your agents - comfortable headsets, ergonomic setups and software that’s intuitive and easy to use. As well as making life more enjoyable, it gives them the tools they need to be more productive: a win-win for everyone.


While it’s relatively easy to replace your headsets, chairs and IT equipment, you probably feel it’s harder to upgrade your aged, inflexible in-house systems, right? All those unconnected databases and the patchwork of applications you use for inputting customer data, tracking orders, billing, looking up customer histories, and so on. The problem is, upgrading is often a lengthy process, leaving you feeling powerless and frustrated as a contact centre manager. But it doesn’t have to be that way.


There is a technology that can empower you and your team by linking up and automating repetitive and manual processes behind the scenes. The things that make life tricky and unpleasant for your agents and steal their time. And it’s easier to implement than you might think.


Called Robotic Process Automation (RPA), it can streamline mundane tasks such as copy-pasting and switching between applications. Once set up, it provides immediate operational returns and enables your agents to serve your customers better.


With RPA, contact centre managers can, in principle, buy the technology themselves and have it installed and configured quickly and painlessly, without budget restrictions and IT strategy or sign-off getting in the way. In other words, you don’t have to wait around for long-term investment to improve your team’s processes.


How RPA works

The technology itself is straightforward: being a desktop application that works with a server component. It can be installed without the involvement of IT, and you can automate your processes using a simple visual interface that doesn’t need technical skills to use.

The sorts of processes you can automate with RPA include alt-tabbing, to switch between panes and applications, and copying and pasting the same information into multiple systems. It also improves lookups: where you work on one system but have to double-check with another.

To do these things, RPA follows rules-based processes and interacts with systems the same way an agent would, but it does it faster and more accurately, making fewer mistakes. This is great for the business, your customers and your agents, who are free to focus on higher-value work.

RPA is also great from an IT standpoint. Being cost-effective and relatively easy to implement, the technology can provide a short to medium-term solution, with high ROI and benefits back to the business. This enables the IT department to pursue its longer-term transformation roadmap, knowing RPA can pay for itself within six to nine months.

The verdict from contact centre managers who’ve implemented RPA is that it’s definitely worth considering. Firstly, RPA can act as a quick fix to improve contact centre processes and it’s easy to implement. Secondly, you don’t have to ask for major investment and ROI is quick to achieve. Thirdly, you can quickly make a measurable impact on your day-to-day operations, empowering your agents to serve customers more effectively. What have you got to lose?