The client is already seeing improvements in call quality, as well. In fact, HGS has recorded quality improvements from the original 98.19% to the resulting 99.01%.
Additionally, agent retention is improving overall (5% improvement since inception), as the job is less stressful when technology shoulders some of the decision, research, and lookup burden. One agent sums up the impact concisely – “RPA helps me in research, data extraction, and after-call documentation. It’s like a virtual friend at work always there to help me!” Longer tenured agents ensure proprietary, tacit knowledge, and culture are maintained.
Because of the significant project success, including estimated annualized $700,000 cost savings and security clearance, the client is eager to explore other automation projects. HGS is keen to implement automation and offer continuous improvement and innovation ideas to clients. As such, the HGS team is actively working with the client to apply RPA to other lines of business.