Callbots: what impact on your
contact center productivity?

Aimé Dushimire Calldesk voicebot callbot
Aimé Dushimire
Co-founder & head of Sales

4 décembre 2018

Callbots are a real opportunity to strengthen the efficiency of the contact center. Indeed, they are positioning themselves on the customers’ favourite channel: the telephone.

A personalized and continuous customer experience is an essential differentiating factor and a real opportunity to create more proximity with customers. At first glance, this objective seems difficult for many companies to achieve because contact volumes are constantly increasing. However, there is now a simple solution to significantly improve contact center efficiency: voice conversational agents (voicebots).

Voicebots are a real opportunity because, unlike chatbots, they are positioned on the customer’s preferred channel, i.e. the telephone (+ 85% according to SP2C/E&Y) and do not create a break in the customer experience, as do visual IVRs or other call avoidance strategies.

At calldesk we have deployed more than 20 Voicebots that process more than 1 million minutes per year on behalf of 15 CAC40 and SBF 120 customers. Through these various projects, we have identified three ways in which voicebots contribute to improving contact centre productivity, while maintaining customer satisfaction.

+ 40% end-to-end automation

According to Gartner, by 2020, 25% of customer service operations will be automated. During our dives we have indeed found that with the right technology, on average 40% of calls can now be automated. Agents can then focus on conversations with priority customers, as routine tasks such as tracking orders, requesting certificates or changing appointments are handled by the voicebot.

1 minute of AHT saved on all incoming calls

One of the most effective productivity levers we have validated with our customers is the identification of the customer by the voicebot. By identifying the customer while waiting for him to be put in contact with an agent while transferring the context to this agent, you can save up to 1 minute of DMT on all calls.

-40% of polluting calls

Finally, the voicebot allows you to quickly disqualify polluting calls while offering fast routing to eligible callers thanks to the natural language customer reception. With this new routing technology, you can finely capture call patterns, reduce customer effort in the IVR journey and avoid up to 40% polluting calls.  

These new possibilities offered by artificial intelligence improve contact center productivity and thus improve the Collaborator Experience as advisors can focus on value-added interactions.

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