Robotics Drives Contact Center Performance and Success€¦ · Robotic Process Automation (RPA)...

Robotics Drives Contact Center Performance and Success

October 16, 2019

© 2019 DMG Consulting LLC 1

Output

Robotic Process Automation (RPA)

Attended Automation Unattended Automation Automates single dimension tasksProvides real-time process guidance/next-best-action

Automates high volume end-to-end processes Provides alerts for anomalies

Decreased handling time Improved compliance

Improved service consistency

Improved customer experienceImproved employee satisfaction

Improved accuracyIncreased productivity

© 2019 DMG Consulting LLC 2

EmployeeOnboarding

ScriptAdherence

Compliance

Wrap-up

High-Return Opportunities to Automate

DataPropagation

ContentLaunch

Auto-Retrieval

Next-Best-

Action

Up-sell / Cross-sell Fraud

Warning

Fulfillment

After-Contact

Work

Cut &Paste

FormCompletion

© 2019 DMG Consulting LLC 3

Auto Retrieval

CustomerDemographics

Customer’sCredit Score

Customer Products & Services

New SalesOpportunities

What does the customer want?

What is their value to my company?

© 2019 DMG Consulting LLC 4

Cut and Paste

SYSTEM A

Joe Customer23 Main St.

Smallville, TN 23321

SYSTEM D

Joe Customer23 Main St.

Smallville, TN 23321

SYSTEM C

Joe Customer23 Main St.

Smallville, TN 23321

SYSTEM B

Joe Customer23 Main St.

Smallville, TN 23321

© 2019 DMG Consulting LLC 5

Compliance

© 2019 DMG Consulting LLC 6

Next-Best-Action

Step 1… Step 2… Step 3… Step 4

Customer Relationship

AGENT CUSTOMER

© 2019 DMG Consulting LLC 7

RPA Best Practices1. Compile a list of target processes

2. Decide what you want to automate

3. Prioritize high-volume targets

4. Select an easy-to-use solution suitable for target processes

5. Select 5 – 10 targets for a pilot

6. Document the existing process flow and performance metrics for each targeted task

7. Assign/hire resources to develop and implement robots –IT and business

8. Train staff

9. Work with vendor to develop the first few robots

10. Baseline task performance KPIs pre- and- post-implementation

11. Set up process for managing the robots

12. Incorporate efficiencies into workforce planning

13. Institutionalize RPA opportunities within a continuous improvement program

BESTPRACTICES

© 2019 DMG Consulting LLC 8

The Elephant in the Room

9

Example

USE CASES

• Total of 5,612 times

• 3 times per agent per hour

• Average time 25 seconds

• 2000 hours per month saved

Automation Finder for a US-Based BPO

Quantification

• Populated data: Name, address line 1,

address line 2, case number, ticket number,

phone number

Flow

Populate Data

Business Impact of Automating Data

Entry

• App A – copy customer data (case number, name, address)

• App B – paste customer data

EfficiencyError

Reducti

on

Employee

Engagement

Customer

Satisfaction &

Engagement

Compliance &

Process

Adherence

Data Populate Automation:

Business Impact: Fee Dispute Assessment

1

2

50%+ SavedFrom 6:50 to 2:55 min

SimplifiedForm submission

IMPACT

6-7 min Time saved for Supervisors

Use Case: Large US BPO - Fee Dispute Assessment

1

3

Receives Fee

Dispute

Submit fee dispute form in MS Sharepoint to supervisor queue

Supervisor reviews and approves / denies dispute

copy/paste multiple lines of data

Robotic Desktop Automation

Monitors approvals & sends approval email to

customer

Robotic Automation

Sends approval email to customer

14

IKEA - Automatic Delivery Scheduling

IVR

Calls Customer IVR creates a new "unable to schedule" item

Find delivery vendor (using zip code)

Delivery scheduled via IVR

Retrieve customer phone numbers

Open scheduling app of vendor

IVR creates a new delivery schedule item

Schedule delivery in app

Send notification to customer

Find delivery vendor (using zip code)

Call customer

Failure

Desktop Automation callout

Find scheduling slots of vendor

Robotic Automation Employee Attendant

IKEA Automatic Delivery Scheduling - Impact

1

5

IMP

AC

T

1000hours saved annually

ZEROdata entry errors

FACTS

IMPACT

50Krecords processed annually

150,000

50,000

-

50,000

100,000

150,000

200,000

Records Processed Annually

4,000

1,000

-

1,000

2,000

3,000

4,000

5,000

6,000

Hours Saved Annually

5000

200,000

Robotic Automation Employee Attendant

QUESTIONS?

6 Crestwood Drive, West Orange, NJ 07052

tel 973.325.2954 | cell 973.493.0120 | fax 973.325.2071 | donna.fluss@dmgconsult.com

© 2019 DMG Consulting LLC 1818

https://www.nice.com/websites/rpa/

@NICELtd

https://www.linkedin.com/company/nice-

systems/