Blue Prism - Delivering Proven Solutions for Call Centres

Call centres are now a critical component within most large organisation's customer engagement and communication infrastructure. Increasingly it is recognised that the flexibility offered by interactive dialogue can add real value to the customer experience, and if supported correctly it can offer some of the intimacy of branch contact which in turn can be used to actually build loyalty. This is why the industry is focusing even more on tackling key objectives including: 

• Improved first time call resolution
• Reduced call handling times
• Less after call activity (call wrap)
• Reduced staff turnover
• Blended and multi-skilled agents
• Unified customer view
• Sales support for sales targeting, cross selling and up-selling
• Rapid issue resolution and negotiation support

This is an ambitious set of goals and places the agent more centrally within an overall engagement and communications strategy. It also places far greater responsibility with the agent in delivering excellence of service and value to customer experience. A key aspect in realizing these objectives is the systems flexibility and support that an agent has – in many cases IT systems are too rigid to support new

campaigns, changes in product or service direction or to manage issues and events as they occur. In some cases systems create a real bottleneck in executing new and flexible customer management strategies.

Across the call centre industry for example, on average, an agent has to navigate and control in excess of six different applications as they manage the customer *. This must present a challenge to even the very best agent attempting to engage fully with a customer.

The impact of poor systems and process flexibility on the operation, creates multiple layers of obstacles that can affect:

• Average Handling Times
• Amount of after call work (wrap-up)
• Process adherence
• Targeting agent incentives
• Campaign support for one-off promotions or special offers
• Cross selling initiatives
• Delivering a great customer experience
• Consistency of hand-off

Inevitably, the cost of not achieving the above is seen throughout the business, in poor customer experience, lost sales and high cost of training. In most instances training becomes necessarily focussed on using technology rather than on the softer service skills of great customer management.

Blue Prism's call centre solutions at their core are about enablement – they allow systems to be integrated without coding and without the need for large IT support.  We have created a new technology aimed at operations staff and end users that provides simple methods for integrating processes, in most cases by simple "point and click" style interaction. This is new – and offers simple ways of allowing change to happen – at the speed of the business. It offers simple ways to allow agents to interact with a single system instead of multiple screens. It can virtually eliminate call wrap up times, cut system training costs and improve job satisfaction. The result is continual, measurable improvements in efficiency, quality and business control. Our aim is to gives operation control, to allow users the flexibility and rapid support that world class execution demands.

Blue Prism can be used to rapidly deliver a variety of high-impact call centre solutions, including:

• Single sign-on
• Single view of the customer
• Dynamic call scripting
• Up-sell & cross-sell
• Adherence, compliance & alerts
• Auto call wrap
• Dashboards, reporting & monitoring
• In-call intelligence
• Back office process Automation

Above all, Blue Prism offers a simple and rapid means for dealing with change without impacting existing IT infrastructure, architectural standards or operational procedures

To find out more about our full range of call centre solutions, please contact us.

* Contact Babel Research 2007

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