Responding to many customer queries manually can take time and effort. Your team will get fatigued, and unhappy call centre agents make unhappy customers.

This is why you need call centre automation.

This article will show you 27 call centre automation services. You’ll learn how to automate your call centre processes and speed up customer response time.

This will help improve your customer experience and your team’s satisfaction.

But first, let us define call centre automation.

What is call centre automation?

Call centre automation means making your call centre processes more technology-driven. That means using technology for specific tasks that humans do.

Take automatic speech recognition, for instance. It confirms callers’ identities before transferring them to agents.

But what’s the advantage of automation in your call centre?

What are the benefits of call centre automation?

With the example in the previous section, you’ll have fewer spam calls, save time and boost efficiency.

Other advantages of call centre automation are:

• Resource optimisation: Help your agents focus on specialised tasks that suit their skills.
• Higher first-call resolution rate: Fix issues on the first call, and you’ll have happy customers.
• Increased employee satisfaction: Integrated call centre automation solutions do the boring tasks. Let your agents do the more exciting jobs.
• Improved service management: Automated call centre tools improve companies’ customer service.
• 24/7 customer service: Unlike human agents, automated systems can work all day.

Now that you know how automation will revamp your call centre processes. Let’s talk about the different automation to try now.

Where do you automate in your call centre?

Which tasks can you automate? 

We have good call centre automation ideas to answer that question.

1. Automated interaction

There are different ways to automate interactions with your customers.

One of them is deploying a chatbot. With chatbots, you can interact with your website visitors. Collect their data and direct them to the right department without any human contact.

Super easy!

Another way to automate customer interaction is IVR (Interactive voice response). With IVR, you can serve customers anytime and answer their frequently asked questions with pre-recorded voice messages.

With this automation, you’ll cut costs and improve team efficiency. You’ll also get to support your customers 24/7.

You can use these tools to simplify your customer interactions:

• TelebuHub
• Talkdesk
• Zendesk 

2. Scheduling automation

What if you could schedule sales calls while your agents are on break? You can do so by automating your scheduling process.

Call scheduling automation allows you to schedule calls based on specific, predefined criteria. This will save you time and ensure your calls are properly organised.

You can also schedule which agents are active per time based on their performance.

With TelebuHub, there’s a feature where, if a customer requests a callback, you can schedule that instantly with call scheduling.

Examples of automated scheduling tools are: 

• Square appointments
• Calendly
• Zoho bookings
• And Appointy.

3. Forecasting automation

Use data from past communications to understand customer interactions better. You’ll know the complaints and sales enquiries to expect. And your team can better plan and provide fast customer service.

This automation is essential for peak periods when you have many calls. You don’t want to overwhelm your agents and displease your customers with delays.

Some examples of forecasting automation tools are:

• H2O AI Cloud
• Neptune
• DataRobot 
• Futrli
• Pecan 

4. Automated agent guidance

This automation uses artificial intelligence (AI) to assist agents during customer interactions.

For example, in TelebuHub, you can share scripts with your agents for various use cases. TelebuHub also provides a knowledge base to document processes and workflows. This ensures that your agents get seamless coaching and training.

With this automation, you’ll offer great customer service. And your agents will do their best work effortlessly. 

Here are some agent guidance platforms:

• TelebuHub
• CloudTalk
• Terraform
• Awaken intelligence 

5. Workflow automation

You can optimise your daily call centre tasks and speed up customer response time.

With TelebuHub, you can automate:

• Routing calls to the appropriate agents.
• Tracking and analysing call data.
• Providing real-time performance metrics to call centre managers.

TelebuHub users can automatically capture the callers’ information and set personalised messages that are sent immediately after a call ends.

Imagine how efficient your call centre will become. 

Workflow automation reduces the time and effort required to handle customer inquiries. 

The gains include: 

• Increased efficiency and productivity
• Precision and consistenc
• Reduced errors
• Better compliance with rules and policies. 

Reduce the burden on your workers and let them focus on high-value tasks.

Some top workflow automation tools are:

• Integrify
• Nintex
• Kissflow
• HubSpot
• Zapier 
• Commodore

6. Sales automation

Simplify various tasks in the sales process. You can automate lead generation, customer relationship management (CRM), and sales forecasting.

Sales automation helps you enhance your sales process and develop better customer relationships.

You can also track and manage your sales funnel better. And quickly identify new sales opportunities.

For instance, with TelebuHub’s sales automation, your agents can see where a caller is in the sales funnel. So they’ll know how to close them better. With robust reporting and analytics, you can forecast your sales for a period of time.

Try out TelebuHub’s sales automation and increase your sales volume.

Here are other tools to help you:

• EngageBay
• Sender
• Overloop
• Pipedrive
• Clearbit
• Process Street.

Like every trend, call centre automation has its challenges.

Let’s see some of them.

What are the challenges of call centre automation?

How can something so great have challenges? You’ll see.

Here are six challenges of automated call centres:

• Complexity: Call centre automation systems can be hard to set up and maintain. So, pick a cloud-based solution that’s simple and affordable.
• Integration: Integrating platforms can be challenging and time-consuming. You need call centre automation software with seamless integration features.
• Data quality: Call centre automation relies on accurate data. You’ll need to invest in high-quality data.
• Resistance to change: Some employees may only accept automation if the tool is easy to use.
• Dependence on technology: Call centre automation systems may have downtimes or outages. This can disrupt your work. Choose a platform with 100% uptime and excellent support.
• Customer personalisation: Automation systems cannot personalise customer service like humans. You need to include the human touch.

Call centre automation best practices

For the full potential of call centre automation technology, follow these guidelines. 

Let’s call them best practices.

1. Identify the tasks you can automate

Which call centre tasks can you automate? Consider tasks like routing calls and taking messages.

Also, note those processes you cannot automate. For example, automation cannot provide personalised client advice.

2. Use the right tools

Now, you need to pick the right tools.

There are many tools for automating call centres. These include interactive voice response (IVR) systems, chatbots, and AI assistants. 

Choose those that meet your automation needs.

For example, get inbound call software if you do more inbound calls.

3. Provide clear instructions

Show your customers and staff how to use the automated systems. 

This will reduce work frustration and give customers the help they need.

You should train your employees with the new software. And if it’s a new shortcode, send customers an email or bulk SMS.

4. Monitor and adjust as needed

Your automation efforts should give your team and customers the best experience.

Track the success of your automation and adjust as needed.

For example, change the time if you notice fewer responses to your scheduled calls. Continue doing this until you achieve the desired result.

5. Offer a human touch

Automation can help in specific tasks. But for complex or sensitive issues, you need a human touch. 

Let trained customer service agents handle these issues.

That way, you’ll provide a rounded customer service satisfaction.

What does TelebuHub offer for call centre automation?

Now you know all about the call centre automation trend, tools, and best practices. But there’s one factor that brings all these others together.

It’s Telebuhub. 

With TelebuHub, you can automate all of your call centre operations.

TelebuHub will help you:

• Automate your internal and external interactions.
• Schedule calls and campaigns efficiently. 
• Access detailed reports
• Ensure quality with scripts and call monitoring
• Put your workflow on autopilot.
• Make more customers happy

Book a free demo to learn more about how TelebuHub can help you.