Introducing Accordia Global to Indonesia via Dex Connex by MDEC

Accordia’s IVR (Interactive Voice Response) system is a cutting-edge solution designed to streamline customer interactions and enhance user experiences.

We had a fantastic time at the DEX Connect Philippines 2024 event earlier this March. Hosted by Malaysia Digital Economy Corporation (MDEC) in Manila, Philippines, in the Malaysian Embassy.

At Accordia Global, we recognize the paramount importance of upholding the highest standards of information security to safeguard our clients, employees, and stakeholders. Our attainment of ISO/IEC 27001:2022 certification underscores our unwavering commitment to excellence, distinguishing us as leaders in information security management.

The Benefits of an Omnichannel Call Centre: Handling Failures in Automation.

Almost everything on the Tech-news today is about the implementation of an AI-powered solution to keep up with an ever-growing fast-paced business environment. Most people, if not all, who come across the word AI-powered or Generative AI will imagine limitless “automation” whereby there’s no requirement for human-based interactions. Businesses, especially SMEs should not have this mindset. Instead, a holistic integration of humans and automation is the best way to move forward. Personalized customer service plays an even more critical role in ensuring customer satisfaction and loyalty. Ultimately customers do on some level appreciate a physical human interaction. How best to address these disconnections?

“By 2028, the EU Will Mandate “the Right to Talk to a Human” In Customer Service, Predicts Gartner”

With the rise of omnichannel call centers, companies have been able to streamline their customer service operations across various communication channels, providing a seamless experience for customers. While automation has brought significant advantages to call centers, it’s essential to acknowledge that it’s not infallible. Therefore a marriage of both automation and human skills is still very much relevant today.

First, let’s explore the benefits of an omnichannel call center, and follow the different strategies for handling failures in automation effectively.

1. Enhanced Customer Experience:
Omnichannel call centers allow customers to interact with businesses through their preferred communication channels, whether it’s phone calls, emails, live chats, or social media platforms. This flexibility enhances the overall customer experience by providing convenience and accessibility. Customers can seamlessly switch between channels without having to repeat their concerns, leading to higher satisfaction levels.

2. Improved Efficiency:
Automation streamlines repetitive tasks such as call routing, data entry, and appointment scheduling, allowing call center agents to focus on more complex customer inquiries. This efficiency leads to shorter wait times, faster issue resolution, and increased agent productivity. Additionally, automation reduces the likelihood of human errors, ensuring accuracy in customer interactions.

3. Cost Savings:
By automating routine processes and optimizing resource allocation, companies can significantly reduce operational costs associated with call center management. With fewer manual interventions required, businesses can scale their operations more efficiently and allocate their budget to areas that drive growth and innovation.

4. Data-Driven Insights:
Omnichannel call centers generate vast amounts of data from customer interactions across multiple channels. Analyzing this data provides valuable insights into customer behavior, preferences, and pain points. Businesses can leverage these insights to personalize their services, anticipate customer needs, and make data-driven decisions to improve overall performance.

When Automation Fails: Strategies for Effective Handling.

Despite its benefits, automation is not immune to failures. Technical glitches, system downtimes, or misinterpretation of customer inquiries can result in automation breakdowns.

Hence all the more important to implement an Omnichannel Contact Centre strategy. Not only relying on one vertical such as WhatsApp Chatbot or Social Media marketing. Ensuring the different streams of the CX platform are integrated and helmed by a human agent is still very important.

Here are some strategies for effectively handling failures in automation within an omnichannel call center:

1. Implement Redundancy Measures:

Have backup systems in place to mitigate the impact of automation failures. This could include manual overrides, alternative communication channels, or rerouting customer inquiries to human agents when necessary.

💡 With systems in place such as Accordia’s IVR should there be a downtime taking place, tools such as an IVR could help. What’s an IVR? Accordia’s IVR is an integrated interactive voice response solution that provides the option for your call centers to automate services and transactions that typically require assistance from live customer service representatives, via voice commands or touch tone key selection. It is simple effective, and will significantly reduce costs and increase efficiency within any company.

2. Proactive Monitoring and Maintenance:

Regularly monitor the performance of automated systems and conduct routine maintenance to address any potential issues before they escalate. Investing in predictive analytics tools can help identify patterns and predict when automation systems are likely to fail.

💡 Should businesses adopt a holistic CX solution, existing “human agents”, can be upskilled to manage the systems, and be trained into an analysts suiting the business goals. Effectively creating job satisfaction in the process, whereby your human talent can stay within your organization longer with growth opportunities.

3. Seamless Transition to Human Agents:

Design processes that enable a smooth transition from automated interactions to human agents when automation fails. Provide agents with access to contextual information from previous interactions to ensure continuity and avoid customer frustration.

💡With Accordia’s Omnichannel solution, rest assured the above transition is seamlessly painless. Instead, a great possibility of customer satisfaction increases. How? With 24/7 availability, and prompt replies with accurate answers or pull-out of customers’ history which are what many customers are looking for. The after-sales side is being taken care of.

4. Continuous Improvement:

A great company does not only deliver exceptional service, they also do listen to feedback. With an Omnichannel CX in place, reaching out for CSAT scoring is a breeze, for example running quarterly checks. This data obtained is a great reference on the areas CX agents can improve on.

With these automation in place, as for human capital wise, adopting a culture of continuous improvement by soliciting feedback from customers and frontline agents will be a breeze. Use this feedback to refine automation algorithms, update knowledge bases, and enhance training programs to better equip agents to handle complex scenarios.

💡Benefits of engaging Accordia Solutions: Choose between Cloud based Contact Centre or On-Premise. Choosing to go Cloud, gives your business the flexibility to scale-up or scale-down which are perfect for SMEs. Whereas, if your business strength is ready for an On-Premise solution and have your own team to manage, we are also the right partner to advise you. Both verticals are out forte.

An omnichannel call center powered by automation offers numerous benefits, including enhanced customer experience, improved efficiency, cost savings, and data-driven insights. However, it’s essential to acknowledge that automation is not foolproof and can sometimes fail. By implementing redundancy measures, proactive monitoring, seamless transition strategies, and a culture of continuous improvement, businesses can effectively handle failures in automation and ensure uninterrupted customer service delivery. Ultimately, striking the right balance between automation and human intervention is key to delivering exceptional customer experiences in today’s competitive landscape.

Explore Accordia’s Omnichannel Contact Center, empowering human agents with the speed of automation while fool-proofing your CX channels.

Omnichannel CONTACT CENTRE: Your GATEWAY to Omnichannel Marketing. An omnichannel contact center isn’t just a technological upgrade; it’s a strategic shift toward customer-centricity.

Navigating the Growth Dilemma: Is Your SME Ready for CX Tech Enhancement?

In the dynamic landscape of small and medium-sized enterprises (SMEs), the journey from startup to a burgeoning business is marked by several challenges. One such challenge that often surfaces on this growth trajectory is the age-old dilemma of hiring the right talent. As an SME teetering on the cusp of expansion, the need for strategic decisions becomes paramount. Let’s deep dive into the question: Is your SME ready for CX (Customer Experience) Tech Enhancement?

The One-Leg-Kick Motto:
In the nascent stages of an SME, the “one-leg-kick” approach, synonymous with doing whatever it takes to survive and outshine competitors, is often the driving force. This mantra has likely been the backbone of your business, propelling it forward with limited resources. However, as revenue grows and the business evolves, the simplicity of this approach begins to wane.

The Growing Pains:
As SMEs witness a surge in revenue, new challenges emerge, and the one-size-fits-all strategies lose their effectiveness. One is in a constant battle for the right CX based talent! Hiring, which was once a straightforward task, now becomes a strategic puzzle. The maximum budget allocated for hiring restricts the number of new recruits, intensifying the pressure to get each hire right. The stark reality is that unlike multinational corporations (MNCs), SMEs might not have the luxury of endless attempts to hire the right CX agent.

The Need for Right Hires:
The success of any organization, regardless of its size, hinges on its workforce. For SMEs, the impact of each employee is magnified, making the recruitment process a critical determinant of success. Hiring the right individuals is not just about skills; it’s about finding individuals who align with the company culture, ethos, and can contribute to its growth. What more the training, and retention strategies thereafter?

CX Tech Enhancement: A Strategic Imperative via AUTOMATION!

By now, one might have heard about Omnichannel, Generative AI, Chatbots, and etc. It’s high time your business entered the Customer Experience (CX) Tech Enhancement, a game-changer for SMEs seeking to overcome their growth challenges. Investing in CX technology is not just about adopting the latest trends but about strategically positioning the business for sustainable growth. Here are 4 reasons why it’s a must!

1. Efficiency through Automation: Omnichannel Adoption

CX technology streamlines processes, automates repetitive tasks, and enhances overall efficiency. This is particularly beneficial for SMEs grappling with limited resources, allowing them to focus on strategic initiatives rather than getting bogged down by routine operations.

360 view! An Omnichannel Cloud Contact Center tackles the hurdles of collecting Customer Experience (CX) feedback by offering a consolidated platform for interactions across diverse channels. For example, linking various communication channels: voice, video, email, web portal, social media. It facilitates real-time feedback collection and accommodates various communication modes, fostering personalized interactions and enabling instant reporting.

This setup streamlines feedback collection and report analysis, ultimately improving the customer experience. In essence, it prevents potential sales decline resulting from subpar customer service, ensuring that a great product or service maintains its momentum.

SMEs should choose an omnichannel platform which have all these offerings ready, such as
Accordia’s Omnichannel which provide linkage to Accordia’s Voice, Accordia Desk, Accordia Chat, and Accordia Social.

2. Personalized Customer Interactions: ACE Powered Chatbots.

In the era of personalized experiences, CX technology enables SMEs to understand their customers better. From data analytics to AI-driven insights, businesses can tailor their offerings, improving customer satisfaction and loyalty. Hence, chatbots are truly the perfect solutions.

However, moving from traditional chatbots to a Accordia’s ACE AI-powered chatbots will help propel the overall CX experience for your customers even further. At the same time, freeing you from the hassle of scouting for human talent on these repetitive task. Whereby these chatbots are able to perform it for you with the level of precision, adhering to company standard-answers, 24/7 and 365 days.

3. Scalability without Overhead: Start with Cloud Solutions.

One of the major hurdle for SMEs are managing technology implementations, where the concern is always the higher cost. But as we progress, there’s always the good news for SMEs on this front.

Cloud based solution is one type of CX technology that provides SMEs with scalable solutions, allowing your business to grow without incurring substantial overhead costs. This is crucial, for businesses with budget constraints, ensuring that growth is sustainable and profitable both in human capital and technology expansion at the same time!

The beauty of Accordia’s Cloud Contact Centre based solutions are you can scale UP or scale DOWN! Providing you with the best flexibility.

4. Empowering the Workforce: Flexibility, Accountability, Trackability.

Adopting CX technology empowers employees by providing them with the tools and resources needed to excel in their roles. This, in turn, contributes to a positive workplace culture and enhances overall productivity.

Employees or agents don’t perform well when there’s headwind and less guidance in obtaining the correct information to advise the customers. Easily demotivated, should there be no clear directions if left without a supervisory guide, and feeling of distance and not being heard, if there’s no interaction or feedback from core management.

With a CX and EX integrated platform, the above can be supported by the right tool via automation. With a few clicks and prompts, lower level employees or agents can feel supported. Managers or supervisors in turn are able to monitor service levels via statistics that can be produced easily. The managing team can benefit from consolidated data and make better informed decisions.

As your SME business stands at the crossroads of growth, the decision to embrace CX Tech Enhancement is not just a technological upgrade; it’s a strategic imperative. While the one-leg-kick might have served well in the early days, evolving times demand a more sophisticated approach. Investing in CX technology positions your SME for not just survival but for thriving in an increasingly competitive landscape. The key lies in finding the delicate balance between maintaining the entrepreneurial spirit that got you here and embracing the tools that will propel you forward.

Is your SME ready for CX Tech Enhancement? The answer might just be the catalyst for your next phase of success. Accordia Global is passionate about CX Tech Enhancement, call for demo!

Revolutionize Customer Engagement: Experience the Accordia Advantage – Your Gateway to Success!

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Are you ready to take-on 2024 CX challenges? We at Accordia Global live, breathe, code, and create Customer Centric values platform! It’s after all our core passion, to continuously enhance ensuring better CX CRM Supports for all stakeholders, consumers/clients, and employees/agents alike.