Artificial Intelligence: Future of Outsourcing for Call Centres in UK

Posted by Sakshi Srivastava

Artificial Intelligence or AI is referred as the gold standard regarding the call centre quality monitoring. Today's automated centres have potential to integrate with the human systems so seamlessly that the obtained results are effective and can quickly be pressed into actions.

However, people outside have already assumed that incorporation of automation or artificial intelligence will wipe out the initial level of support in call centres. We can't deny that artificial intelligence has already made great advancement in its early stages but considering the current scenario without human support it is nothing but a robot functioning like a machine. Outsourced call centre specialists with the help of artificial intelligence not only brings the task into the realm of reality, but also aid in improving the processes like operations, agents' performance, and customer satisfaction. The contact centres need to understand the primary usage of artificial intelligence and its working.

Why Artificial Intelligence?

Emerging technologies like the industrial robots and fuzzy logic are advancing at a rapid rate. Right from simple calling on your mobiles to driverless cars, artificial intelligence has touched an epitome of growth and will continue to surprise us with its limitless boundaries. For example, the inbound call centre representatives are taking a lot of interest in the latest technologies and are looking forward to better growth and development.

So, let's take a look at the major benefits of artificial intelligence which bring with it multiple opportunities and ensure the best quality service at each stage while amplifying customer-satisfaction:

AI Can turn Data into Intelligence:

Systems incorporating artificial intelligence platforms are capable of sorting gigantic amount of data and use those data to discover useful insights that can help agents to improve customer services and their response. Today's AI platforms are capable of transferring the correct information to the respective people and help in making more informed decisions. Therefore, let AI sort the huge set of data and let the outsourced call centre agents, on the other hand, can use that data for better growth of the business.

AI Can speed up Decision Making:

Suppose you have a queue of customers waiting around for queries to be resolved and you are caught amidst meetings and core areas of development. In this situation, there is a possibility that you will not be able to serve your customers with the best you have. Incorporating automation can speed up your actions and give you the best results while taking into account all the surrounding situations. This will help you to take effective decisions for your customers and business as well.

Outsourced inbound call centre UK agents truly understand the effectiveness and importance of artificial intelligence, and what should be done to get the results within minimum time. Therefore companies should now start embracing the emerging trends of artificial intelligence and find amazing ways to generate higher revenues.

AI Can Help You Adapt To the Changing Business Environment:

With changing demands and ever-changing people's lifestyle, opt a trend that is conquering the tech-savvy world. Therefore, the biggest hurdles that a business entrepreneur face is the dynamically changing business scenario. The business environment is changing rapidly making it difficult to keep up with the customer's expectations. In such cases, artificial intelligence helps the representatives to be updated with the latest technologies and modify their actions based upon the levels of complexities. Automation has helped the agents to streamline their business processes and give their customers the best of everything.

24/7 Service Providers:

Unlike humans, an automated inbound call centre specialists will be happy to serve their customers during the peak hours or during the holidays. Be it Christmas, New Year's, Thanksgiving, or the odd working hours, the agents are ready to take requests and queries and provide solutions based on the information collected. Now the business entrepreneur doesn't have to worry about the dissatisfied customers because now you have an option to serve your customers with 24 hours telephone answering services. They are free to raise up their queries whenever they want.

Summary:- Working as an inseparable unit with the human agents:

It should be noted that the artificial intelligence is in its early phase of development and the bots still have to achieve the human level intelligence and empathy. It's still too soon to predict the days when AI will fully replace human agents. Therefore, it is not possible for artificial intelligence solely to provide all the solutions for better customer service. AI is an expert in taking care of the simple and frequently asked questions but as soon as the AI platform faces multi-level and complex situations, it definitely requires humans to provide better and improved solutions.

Artificial Intelligence with the help of outsourcing call centre agents helps in delivering an exceptional customer service experience. However, there should be a subtle balance between the AI platforms and the agent's skills.

Tags: Call Centre Outsourcing Call Centre Services