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About This Report
Our research has found that each vertical market has its own specific commercial and operational issues that affect its contact centres, and this research series looks at how AI can be deployed to solve these.
Through detailed analysis of surveys with hundreds of UK contact centres, ContactBabel has identified four significant concerns and issues which are found in many outsourced customer contact operations:
- Managing the cost of each interaction
- Maximising sales outcomes
- Ensuring security and compliance
- Reducing agent attrition.
This report quantifies the challenges that outsourced contact centres are facing, and shows ways in which its criteria for success can be met through AI, while maintaining a high standard of citizen service.
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In this Report
AI for Call Cost Management
- Intelligent call routing
- Automated customer ID&V
- Optimising talk time
- Unified agent desktop
- In-call agent assistance
- Automating post-call wrap-up
AI for Compliance and Security
- In-call and post-call AI-enabled analytics for compliance and quality
- Automated customer authentication and fraud reduction
- Complying with regulations and managing risk through AI-enabled audio security methods
Maximising Sales Outcomes
- AI for in-call cross-selling and upselling
- Use of sentiment analysis in-call and post-call
- Handling objections and competitor comparisons
- Generating actionable insights
- In-call agent assistance
Reducing Agent Attrition
- Reducing routine and repetitive agent tasks
- AI-enabled workforce management tools
- Supporting and empowering the agent within the call
- Proactive identification of individual QA issues, and tailored coaching
