Telecommunications is a giant industry today where service providers are struggling with massive volumes of operational processes such as managing data, increasing business agility, controlling costs, improving business efficiency, and developing new models/services.
Telecommunication is one of the many industries that have some of the highest rates of adoption of RPA technology. Below are some of the RPA use cases in telecom –
1. Network Management
One of the challenging areas to tackle for telecom providers is capacity demand, as an increasing amount of rich content is constantly being transferred between apps, devices, and users.
With an increase in traffic levels and the complexity of distributed networks, telecom network management becomes difficult for service providers as it includes navigating complex applications, rekeying the data manually, and retrieving huge volumes of customer-related information to improve the efficiency of the network infrastructure.
2. Customer Onboarding/Offboarding
Implementing RPA and automating the process of customer onboarding and off-boarding helps the telecom providers maintain robust clarity on all customers and their information.
Further, RPA powered bots make it super easy to add customers automatically whenever a new one joins and also simple to remove when they leave. It helps the telecom sector save time, reduce the chances of errors, reduce costs, and save their employees from wasting their time on unproductive manual tasks.
3. Efficiently Responding to Partner Queries
Most of the companies in the telecom sector rely on external partners such as independent brokers to sell their services.
RPA based software robots are fully equipped to respond to the simple queries, interpret emails, and redirect the complex questions to humans making the overall process of query resolution much simpler. Further, RPA also assists in customer service as it can automate call sharing to human employees instantly so that they can serve the customer immediately to ensure better work efficiency, increased profits, and overall enhanced customer service.
4. First Call Resolution (FCR)
RPA technology enables software bots to rapidly access data, thus assisting the telecom agents in addressing the high volumes of customer demands on their first call without having to do repeated follow-ups.
Further, RPA promotes FCR rates, thus helping the telecom firms ensure customer retention and loyalty. Customer care processes with higher FCR rates lead to enhanced customer satisfaction and retention with lowered operating costs and happier employees for businesses.
5. Debt Collection
Automating the back-office process of debt collection can also be an effective RPA use case in telecom. RPA helps telecom firms to identify and collect what their organization is owed on the respective due dates. A robust RPA platform can automate various steps of the debt collection process, such as payment information updates, due dates, payment reconciliation, and urgent escalations. This helps the employees to be more productive by worrying less about the collection and more about the services they offer.