Robotics Process Automation, in regard to complaints, is mostly focused around using robotics to automate elements of the complaints’ management process. Whilst there are undisputable efficiencies to be gained, we should also look at the bigger picture, i.e. driving improvements in customer service, to combat the complaints before they arise.
Complaints are caused by human error, the wrong data input, not carrying out instructions correctly or by delays in delivery.
Could robotics help you reduce the number of complaints for your operations?
By implementing RPA, you can reduce the number of human errors that occur from the manual process while also improving the speed and efficiency.
Fewer errors and faster delivery mean that end user will be more satisfied with the service received.
One of the key findings of the complaints research report by Ofgem (2016) is that as many as 71% of complaining customers had switched suppliers, or were looking to switch as soon as they could.
In addition to reducing complaints, RPA provides the greater degree of flexibility and scalability. All back offices experience peak times during which the workload increases. In the past businesses had to deal with it by i.e. asking their workforce to do overtime, hiring additional seasonal workers or using agencies. This often led to more complaints as a result of tiredness, need for upskilling or lack of workforce to deal with demand.
Robotics have revolutionised how these peaks are being handled, allowing businesses to scale up or down with a click of a button.
Software robots are used to replace humans in conducting the mundane, repetitive tasks and rule-based processes.
Because RPA facilitates greater productivity and efficiency, it naturally helps to reduce many of the costs associated with the non-automated workplace.
Furthermore, by shifting the mundane tasks from human employees to robots, morale and employee satisfaction increases.
The result of reducing simple-error complaints would mean that complaint handlers are able to focus on more complex complaints, requiring investigation and subjective decision making.
Also, the talented workforce is freed up to focus their skills and attention on more worthwhile tasks which benefit the company as a whole.
OPX by Corporate Modelling has the distinct advantage over other back-office workforce optimization solutions by offering a Robotic Process Automation (RPA) module designed specifically to automate high volume transactional processes that can be scoped and managed within one system, OPX.
Whichever RPA solution is adopted OPX can enable operations managers to monitor and control a blended workforce of both humans and robots through a single software solution.
Corporate Modelling has a proven track record of working with some of the UK’s leading governmental and financial institutions to implement change, improve organisational performance and reduce company inefficiencies through their award-winning back-office workforce optimisation solution OPX. For more information about how Corporate Modelling could improve your processes, please contact a member of the team on 0141 945 2168 or simply drop us an email.