Overcoming Contact Center Challenges using Voice AI

Running a call center is no cakewalk. Agents get to face the repetitive tier 1 questions that not only drown their productivity but also reduce their efficiency. And, it doesn’t end here. They have to deal with so much of everything at once, which makes it further complicated.

Now, here’s when voice AI comes into the picture. It’s a game changer for the call center operations. But, before we begin to praise AI voice bots, let’s talk real. 

Contact center agents commonly face some struggles on a day-to-day basis. Stick around, as we’re about to break them down real quick.

Major Challenges faced by Call Center Agents

So, without any further ado let's take a look at 6 major challenges faced by call center agents:

• Overwhelming Call Volume:

  Call centers face this chaos daily- struggling to handle sudden rushes of calls at once. This chaos not only burdens them up but also frustrates the customers who have to wait on the long on-hold lines.
  
  

• High Operational Costs:

  When all tasks become manual and are on the shoulders of a few call center agents, it is very obvious that managing that team will incur no small expense. Also, costs of recruiting, training, and maintaining a large team can quickly add up too.
  
  

• Lack of Instant Support:

  It is not possible for a team to handle and answer endless calls at the same time and customers no longer wish to adhere to the 9-5 schedule which restricts most businesses from providing instant and 24/7 support to their customers.
  
  

• Language Barriers:

  Fluency across multiple languages is not just any other skill one can expect from someone and that further creates a challenge for call center agents in addressing the customers who either don’t understand or speak the language in which your customers are communicating.
  
  

• Declining Agent Productivity:

  Call center agents face multiple challenges like handling tier 1 queries again and again while also handling other tasks leaving them burdened and resulting in decreased productivity and efficiency in their overall performance.
  
  

• Poor CSAT Rates:

  Customer satisfaction ratings aren’t a one-sided affair. Poor customer service experience disappoints your customers and affects the brand reputation and brand loyalty.

Now that you have gone through the challenges faced by call centers, let’s dive straight into the effective ways voice AI can help you overcome them with ease.

6 Call-Center Dilemmas Voice AI Solves with Ease

Call center inefficiency doesn’t only confine within the customers’ parameters but, it drastically affects the business as a whole. Here are 6 practical ways in which call centers can optimize the tasks, boost CSAT, and increase agent productivity and overall work efficiency:

1. Managing High Call Volume:

Think of voice AI as the ultimate solution that’s pro at handling and managing multiple calls simultaneously. Without it, your call center is going to not just lose the prospects but even your loyal customers.

With VoiceGenie you can easily avoid such nightmares. It can easily handle multiple calls and even respond with empathy after interpreting your customer’s emotions. Wonderful, isn’t it?

2. Reducing the Operational Costs:

Voice AI is great at reducing additional costs. It enables ways to cut down on the costs of running a call center. The redundant process of hiring gets reduced and so do the training and maintaining costs so, there’s better allocation of resources, post the deployment of AI voice bots.

Thus, ensuring that the operations run efficiently by reducing major costs and never exceeding the budgets.

3. Providing Instant Support with 24/7 Availability:

AI voice bots provide round-the-clock support and resolution to your customers. Customers, be it just a simple query or a complex issue, aren’t confined within the 9-5 schedule only. And neither does anyone want to wait long to get their queries answered.

AI voice bots not only provide 24/7 assistance but also enable instant resolution making the customer service experience better every single time.

4. Removing Language Barriers via Multilingual Assistance:

Voice bots powered by VoiceGenie are proficient in multiple languages. They never fail to make customers feel heard and understood. They’re fluent in over 100 languages and dialects, adding a personalized touch to conversations every time, and building lasting relationships with customers.

5. Improving Agent Productivity:

Voice AI steps in as the ultimate multitasking assistant, making sure agents have what they need right at their fingertips via agent assist. It's like having a super assistant by your side, letting agents focus on giving your customers the best service.

They take up repetitive and simpler tasks, handling a huge number of queries efficiently at the same time while lessening the burden of call center agents so that they can divert their focus over the complex, high-value queries thereby, boosting their productivity and efficiency, and providing a much better customer experience.

6. Enhancing CX and Boosting CSAT:

Customer satisfaction is the key to winning the trust of the customers who will further nurture prospects for you through word of mouth. AI voice bots ensure every interaction is smooth and tailored just for your customers. 

Voice bots powered by VoiceGenie understand your customers’ context clearly and instantly provide them with the resolution they were looking for. This makes the whole process a lot smoother and leaves your customers happy.

To Conclude:

Adopting voice AI technology is a choice for businesses but, in this world of technological advancements & soaring customer expectations, it’s wise to leverage AI voice bots as they help you in overcoming the challenges that you face on a daily basis.

They not only upscale the contact center operations but also slash more than half the costs. So, if you’re looking forward to providing an exceptional customer service experience, look no further than VoiceGenie. Embrace the power of voice bots and take your call center’s customer service to new heights. Schedule a risk-free demo with our experts, and upgrade your contact center operations today with VoiceGenie.