{"id":3527,"date":"2018-05-23T20:38:50","date_gmt":"2018-05-23T20:38:50","guid":{"rendered":"https:\/\/www.peeriosity.com\/shared-services\/articles\/?p=3527"},"modified":"2022-09-06T09:48:18","modified_gmt":"2022-09-06T09:48:18","slug":"employee-contact-center-structure-and-level-of-automation","status":"publish","type":"post","link":"https:\/\/www.peeriosity.com\/shared-services\/articles\/2018\/05\/employee-contact-center-structure-and-level-of-automation\/","title":{"rendered":"Employee Contact Center Structure and Level of Automation"},"content":{"rendered":"

Introduction<\/strong><\/span><\/p>\n

The use of a call center, help desk, or service desk to provide a focused point of contact for internal and external customer<\/a> inquiries can be effective in reducing costs and complexity, as well as a method to capture and categorize reasons for process variations and defects by formalizing the response process and analyzing the reasons for inquiries.\u00a0 Some other real benefits are improvements in customer satisfaction levels and the ability to positively impact the image of Shared Services, allowing for a shift to delivering services that have greater impact and value.<\/a><\/span><\/p>\n

Increasingly, companies are moving away from call centers that are designed to handle a large number of phone calls, to contact centers, still highly capable of managing voice calls, plus interactions through other channels including email, chat, instant messaging, or a variety of new intelligent automation solutions.\u00a0 With employees as a company\u2019s most important resource, making appropriate investments in the design of an employee contact center can pay big dividends that are significantly greater than just increased efficiency and cost reductions in associated HR, Payroll, or Travel processes.<\/span><\/p>\n

iPollingTM<\/sup> Results Review<\/strong><\/span><\/p>\n

Peeriosity\u2019s iPollingTM<\/sup> was recently used to understand both how companies utilize employee contact centers<\/a> and the level of automation used.\u00a0 \u00a0While 21% of responses indicate that one global contact center is used, the most popular response, at 38%, was to organize employee contact centers by multiple regions (for example, Americas, AsiaPac, etc.).\u00a0 At 14% of member companies’ centers are organized by one or more countries and not entire regions, and 10% of employee contact centers support separate business units.\u00a0 For 14% of responding companies, employee contact centers are not used.\u00a0 Here are the details:<\/span><\/p>\n

\"iPolling:<\/p>\n

While every conference and consultant is actively pitching advanced technologies like chatbots and artificial intelligence, for responding companies, no one indicated that their employee contact center was highly automated with the use of leading-edge technologies.\u00a0 17% indicated they were moderately automated with strong use of advanced technology, with 70% indicating they have a limited amount of automation beyond what would be considered standard call center technology.<\/span><\/p>\n

\"iPolling:<\/p>\n

Here are a few of the poll comments from Peeriosity members:<\/span><\/p>\n