We recently welcomed an analyst from business process outsourcing (BPO) insights firm NelsonHall to our UK head office in Slough to learn more about our customer experience operations.
Ivan Kotzev, CX Services lead analyst at NelsonHall, wanted to understand more about how we operate for our public and private sector clients and the technology we’re introducing, particularly around our work in automation and how this is adding value in the contact centre space.
Through our robotic process automation (RPA) solution, we are currently implementing and delivering more than 50 processes. A pilot with one of our local government partnerships has created efficiency savings of up to 80 per cent and we’re now working with a leading automotive manufacturer to automate how they handle their finance applications.
Ivan also reported on the chatbot pilot we’re currently delivering for a leading fashion brand and our plans to launch video chat next year with our automotive clients, which will connect customers at planned pop-up shops with our contact centre agents in Slough.
Debra Maxwell, CEO, CRM Solutions, Arvato UK & Ireland, said: “It was a pleasure to welcome Ivan to our headquarters and walk him through the exciting work we’re delivering within our partnerships. Combining technology and people with experience is essential to delivering premium customer services and we look forward to continuing to apply this to help our clients create efficiencies, transform their services and improve their customers’ experience.”
Read Ivan’s blog here