Nowadays, businesses are increasingly searching for new ways to streamline operations at the lowest cost and drive incremental business and financial value. One way to do it is through ROI-driven Robotics Process Automation (RPA) initiatives to improve efficiency and reduce costs.

With regard to business and financial benefits, businesses can also use process automation to increase the reliability and quality of their business processes and operations, exercise more control over inputs and outputs and meet regulatory and compliance goals.

RPA: SCOPE AND BENEFITS

Automation works best for:

• tasks where a human operator would not add much, if any value
• repetitive, redundant, time-consuming predictable manual processes
• processing of unstructured base data with multiple format options for document preparation

These tasks are typically easily repeatable, low-level, mundane tasks that most employees dislike. The automation of these tasks, deploying lean and optimised processes with improved efficiency, eliminates the need for employee intervention in their execution.

The next-gen robotics offering automates end-user actions to improve efficiency and accuracy of repetitive processes, while enhancing overall productivity.

Ultimately, automating processes leads to less waste, happier staff, higher profit margins, less chance of human error due to bad data input and an improved bottom line.

The reduction in low-value tasks will motivate your employees and improve relationships, allowing them to spend more of their time and energy on high-value activities, such as growing and innovating the business.

HOW WE CAN HELP

Automation at Teleperformance Knowledge Services is much more than technology. We use technology to assist our employees, enabling them to perform their tasks in a quicker, smarter and more accurate manner. ​

With digital transformation of processes through automation, Teleperformance Knowledge Services deliver: ​

• Empowered agents: robots work on behalf of the agent or customer, executing tasks such as placing orders or inputting information into different systems; ​

• Enhanced productivity and accuracy in processes: reduced AHT and increased accuracy, leading to happier customers. ​

OUR APPROACH

To correctly implement RPA/RDA, it is very important to conduct a prior assessment in order to define: the process to be automated; an automation framework where the bot will be developed; the Bot to be implemented at attended or unattended stations; the agents who will interact with the RPA/RDA; and, finally, the application(s) that the RPA/RDA will run on.

An RPA/RDA project may take from weeks to months to complete, depending on the complexity of the task. Additionally, it may be integrated with OCR or other technologies.