The use of AI call center agents involves reducing significant expenses. High employee turnover, continuous training, and managing fluctuating call volumes and everything that contribute to high costs.
And according to a report by Deloitte, call center operating costs have become prohibitively high—around $1.5 billion. This is largely because current solutions are ineffective at efficiently meeting customer needs.
Let’s explore how the use of generative AI in contact centers provides a solution.
Cut High Employee Turnover By Automating Mundane Tasks
Call centers often face high employee turnover. This is due to the repetitive nature of the job and the high stress involved. So this constant churn disrupts operations.
And this bulk load requires constant recruitment and training, which further increases costs.
AI call center agents handle repetitive and mundane tasks, such as answering frequently asked questions and processing basic transactions. By automating these routine functions, call center bots alleviate the workload on human agents.
This reduction in repetitive tasks lessens agent burnout and improves job satisfaction. Consequently, the turnover rate decreases, leading to savings on recruitment and training expenses.
Reduce Training Expenses
Training new agents is both time-consuming and costly. And the onboarding process involves teaching them various systems, procedures, and customer interaction protocols. All this requires significant investment.
As compared to human agents, AI call center agents require minimal training. Once they are configured and programmed, they begin functioning immediately. This reduces the need for extensive training programs, resulting in substantial cost savings.
The generative-AI platforms like VoiceOwl, that are specially made from the language model of self-learning voice-generative AI, require the least time.
Manage High Call Volume
High call volumes can lead to extended wait times and decreased customer satisfaction.
This is especially true during peak times, such as product launches or service outages. Ultimately, it increases operational costs as additional staffing is required.
But the use of generative AI in call centers helps managing a large volume of calls simultaneously without being affected by workload spikes. They efficiently handle routine inquiries and transactions, allowing human agents to focus on more complex issues.
This results in lower staffing costs, reduced overtime expenses, and improved overall efficiency. All while enhancing customer satisfaction.
Available for 24/7 Support
Traditional call centers require agents to work in shifts to provide round-the-clock support. This incurs additional costs for overtime and shift differentials.
On the other hand, without the need for breaks, holidays, or shifts, voice generative AI call center agent work 24×7.
This provides uninterrupted customer support and eliminates the additional costs associated with staffing and managing multiple shifts.
Scalability
Scaling a call center to accommodate varying call volumes typically involves hiring additional staff and investing in infrastructure, which can be costly and challenging to manage.
The presence of AI call center agents offer scalable solutions that can easily adjust to fluctuations in call volume.
Whether managing a surge in inquiries or scaling down during quieter periods, AI call center bots provide flexibility without requiring significant additional investment.
Minimize Errors
Human agents are prone to errors, which can lead to data inaccuracies, compliance issues, and customer dissatisfaction.
AI voice bots operate under strict protocols and algorithms. This ensures consistent and accurate interactions.
This reduces the likelihood of errors, enhances data accuracy, and improves compliance, leading to higher service quality.
Multilingual Capabilities
Multilingual support is always necessary for serving a diverse customer base.
AI voicebots equipped with multilingual capabilities can interact with customers in multiple languages.
This provides seamless service and reduces the need for specialized bilingual staff. This feature not only enhances the customer experience but also cuts costs related to hiring and training multilingual agents.
Final Thoughts
AI call center automation softwares offer a game-changing way to reduce operational costs for call centers. With the right voice-generative platform, you can increase operational efficiency along with reducing operational costs.
If you’re running a call center and looking for something similar, contact VoiceOwl and get a voice-generative AI call center agent made from the data and learning from 50 million calls.