Improve Remote Contact Center Efficiency Using AI and Messaging

Call center agent messaging customers remotely from home

The Coronavirus is sending the workforce home, straining supply chains, and in some cases, diminishing demand, making it more expensive for businesses to operate and harder to sell. In other cases, such as airlines, financial services, healthcare, education, and other industries, demand for support has spiked.

Are you struggling to keep up with the huge spikes in phone calls during this time of uncertainty? The spike, coupled with physical call centers being closed to avoid the spread of the coronavirus and moving to a work-from-home model, has caused a whiplash reaction.

The natural response to higher call volumes is to add agents. Fiscally and practically, that doesn’t make sense.

Thankfully, this is an area where AI technology for call centers can step in and alleviate the pain. In this article, we’ll provide 4 ways messaging and bots can eliminate phone calls and improve the efficiency of your remote customer service agents.

Use AI to Keep Up With Increased Volume

Although organizations are revising websites and sending emails with updates, customers still have questions – a lot of them! They are calling you for answers to questions and the good news is that most of these questions do not have to be handled by a person. Because so many questions are repetitive and the answers are fairly straightforward, chatbots are a great way to offload inquiries. Using advanced AI technology made specifically for customer service operations, these bots are an ideal solution for answering basic questions and keeping call center agents focused on higher priority conversations.

A chatbot can be deployed in less than 24 hours to help customers find answers to frequently asked questions. 

Bots eliminate phone calls by addressing frequently asked questions that don't need human interaction for resolution.

One company deployed a chatbot to keep customers updated regarding their cleaning measures, using thoughtful prompts and thorough explanations to help customers self help. For a real-time demonstration of this, interact with Quiq’s business disruption bot.

Messaging Makes Agents 7x More Efficient 

Quiq’s messaging platform makes it possible for your agents to handle multiple simultaneous conversations. Agents can handle up to 7x more conversations concurrently.

For example, an online service provider and longtime Quiq client used messaging prior to the COVID-19 pandemic to handle conversations about refunds, review disputes, delete accounts, and update preferences. Instead of handling these inquiries one phone call at a time, agents are able to handle three messaging conversations at once. 

Information about COVID-19 is quickly overwhelming email inboxes, newsfeeds, and our collective sense of certainty. As a result, organizations in both the public and private sector are seeing extraordinary call volumes. One large online and big box retailer recently contacted Quiq because call volumes reached an unprecedented level of 250% over normal.

It’s impossible to add additional staff fast enough to meet that kind of demand. Now is the time to do more with what you have. With messaging, you can boost the productivity of your current agents as they work from home.

Deliver a Consistent Remote Experience 

“Calling and speaking to a Relationship Manager may take longer than usual during this time, so we encourage you to use our digital channels as much as possible.”

Statements like these are becoming more common. As hold times spike, more companies are alerting customers to possible service delays and encouraging them to use digital channels,  

Quiq’s messaging platform makes it possible for your customers to reach you over SMS/text, web chat, and social channels like Facebook, Twitter, and WhatsApp. Quiq’s messaging platform also helps agents manage all of these channels through a consistent experience across each digital channel. 

Achieve a Balanced, Flexible, and Efficient Remote Workforce

Over the coming weeks and months, there won’t be many areas of business not touched by COVID-19. Important precautions and measures to limit the spread of the virus, such as enabling employees to work remotely through virtual contact centers, will continue to be critical for the unforeseeable future. 

With school closures and support networks for childcare (i.e. grandma and grandpa) unavailable, many of your agents will work remotely for the first time, while also caring for their children. With messaging, agents can manage conversations without the fear of background noise interrupting the conversation.

Messaging and remote AI solutions helps your workforce transition to this new work environment, no matter what that looks like.

Reliability in Times of Uncertainty

Quiq’s messaging platform was made for situations like this. With 99.999% uptime and enterprise level security, you can rely on Quiq to get the message across. When communication is key to the success of your business, nothing compares to the timeliness and efficacy of messaging. Your success is our success.

Schedule a demo today and we’ll show you how you can implement messaging and bots within 24 hours.

See a Demo Today

Subscribe to our blog

Sign up for our tips and insights delivered right to your inbox, every week.
This field is for validation purposes and should be left unchanged.


Learn how to use Meta’s channels to increase revenue.