BPA Featured Article

It’s not easy being in customer service. And it can be hard keeping front-facing employees onboard. But organizations can use automated customer service solutions like Verint (News - Alert) Process Assistant to improve agent and customer experiences.

Verint Process Assistant decreases onboarding and training costs and time by overlaying existing business processes with automated guidance and scripts. The company says using this automated solution is like having a personal trainer with you at all times. And that, Verint adds, can lower worker frustration and allow for better and faster results for both the business and its customers.

That can mean more business and less customer churn, and it can lead to higher contact center agent retention. And keeping agents onboard can contribute significantly to a contact center’s bottom line.

The average annual employee turnover at contact centers is 30 to 45 percent. When contact center agents leave, their former employers lose the $10,000 to $15,000 they invested in onboarding and training those individuals. Those employers then may have to invest more time and money onboarding and training replacements.

However, employers that make work more manageable for their contact center workers tend to have lower agent churn rates. That adds up to lower costs and higher engagement.

Verint says its robotic process automation solution is ideal for businesses in such verticals as business process outsourcing, financial services, and healthcare insurance.

For example, it can use automation to assist contact center workers as they inform and enroll people in insurance plans during open enrollment. Without the help of Verint Process Assistant, such insurance workers would have to undergo lengthy training sessions to educate them on the complex plans and processes involved in healthcare plan selection and enrollment, the company says.

But with Verint Process Assistant, insurance workers receive guidance during each step of the process, including what question they must ask callers at what point in the conversation. The Verint solution also flags fields with blank or improper entries, ensures agents are complying with regulatory requirements, and auto populates fields where it makes sense to expedite processes.