{"id":21518,"date":"2021-09-01T07:30:36","date_gmt":"2021-09-01T05:30:36","guid":{"rendered":"https:\/\/fonvirtual.com\/en\/?p=21518"},"modified":"2026-07-28T18:50:47","modified_gmt":"2026-07-28T16:50:47","slug":"automate-call-center","status":"publish","type":null,"link":"https:\/\/fonvirtual.com\/en\/blog\/automate-call-center\/","title":{"rendered":"How to automate your call center?"},"content":{"rendered":"<style id=\"fv-tb-hide\">.et_pb_row_inner_1_tb_body,.et_pb_image_0_tb_body{display:none!important}<\/style>\n<div id=\"fv-meta-share\" style=\"position:relative;background:#fff;border:1px solid #ececf1;border-radius:12px;box-shadow:0 4px 18px rgba(20,20,60,0.05);padding:16px 18px;margin:0 0 24px 0;max-width:760px;font-family:inherit;\">\n<div style=\"display:flex;flex-wrap:wrap;align-items:center;gap:13px;\"><a href=\"https:\/\/fonvirtual.com\/en\/profile-of-emma-smith\/\" style=\"display:inline-flex;align-items:center;gap:10px;text-decoration:none;\"><img loading=\"lazy\" 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if(rtEl){ var cur2=rtEl.textContent.trim(); if(!cur2||cur2==='\u2014'){ var cont=document.querySelector('.et_pb_post_content')||document.querySelector('.entry-content')||document.querySelector('article'); var words=0; if(cont){ var c=cont.cloneNode(true); c.querySelectorAll('[id^=\"fv-\"]').forEach(function(n){n.remove();}); words=(c.textContent||'').trim().split(\/\\s+\/).filter(Boolean).length; } var mins=Math.max(1,Math.round(words\/220)); rtEl.textContent=mins+' min read'; } } } if(document.readyState==='loading') document.addEventListener('DOMContentLoaded',run); else run(); })(); <\/script><\/p>\n<div id=\"fv-featured-img\" style=\"margin:0 0 26px;\"><img decoding=\"async\" src=\"https:\/\/fonvirtual.com\/en\/wp-content\/uploads\/2021\/08\/automate-call-center-enterprise.jpg\" alt=\"automate-call-center-enterprise\" style=\"width:100%;height:auto;border-radius:12px;display:block;\" \/><\/div>\n<div id=\"fv-resumen-ia\" style=\"position:relative;background:#fff;border:1px solid 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hit send.<\/div>\n<div style=\"display:flex;flex-wrap:wrap;gap:10px;padding-left:8px;\"><a data-ai=\"https:\/\/chatgpt.com\/?q=\" target=\"_blank\" rel=\"nofollow noopener\" style=\"display:inline-flex;align-items:center;gap:8px;background:transparent;color:#2b2f3a;text-decoration:none;font-size:13px;font-weight:600;padding:9px 16px;border:1px solid #dcdce4;border-radius:26px;line-height:1;\"><span style=\"width:8px;height:8px;border-radius:50%;background:#12a37f;display:inline-block;\"><\/span>ChatGPT<\/a><a data-ai=\"https:\/\/claude.ai\/new?q=\" target=\"_blank\" rel=\"nofollow noopener\" style=\"display:inline-flex;align-items:center;gap:8px;background:transparent;color:#2b2f3a;text-decoration:none;font-size:13px;font-weight:600;padding:9px 16px;border:1px solid #dcdce4;border-radius:26px;line-height:1;\"><span style=\"width:8px;height:8px;border-radius:50%;background:#d97757;display:inline-block;\"><\/span>Claude<\/a><a data-ai=\"https:\/\/www.perplexity.ai\/search?q=\" target=\"_blank\" rel=\"nofollow noopener\" style=\"display:inline-flex;align-items:center;gap:8px;background:transparent;color:#2b2f3a;text-decoration:none;font-size:13px;font-weight:600;padding:9px 16px;border:1px solid #dcdce4;border-radius:26px;line-height:1;\"><span style=\"width:8px;height:8px;border-radius:50%;background:#1fb8a6;display:inline-block;\"><\/span>Perplexity<\/a><\/div>\n<div style=\"font-size:11.5px;color:#9a9aae;margin:14px 0 0;padding-left:8px;\">Opens in a new tab \u00b7 ChatGPT and Perplexity don&#8217;t require an account<\/div>\n<\/div>\n<p><script> (function(){ var card=document.getElementById('fv-resumen-ia'); if(!card)return; var h1=document.querySelector('article h1')||document.querySelector('h1'); var title=h1?h1.textContent.trim():document.title.replace(\/\\s*[|\\-\u2013\u2014].*$\/,'').trim(); var link=window.location.href; var enc=encodeURIComponent('Summarize this article from the Fonvirtual blog. Title: \u00ab'+title+'\u00bb. Link: '+link); card.querySelectorAll('a[data-ai]').forEach(function(a){a.href=a.getAttribute('data-ai')+enc;}); })(); <\/script><\/p>\n<p>[et_pb_section][et_pb_row][et_pb_column type=\u00bb4_4&#8243;][et_pb_text] <b>Digital transformation <\/b>has brought significant changes in the way we work, shop, and even relate to our environment. The fact is that technological development is advancing so fast that people, and especially companies, must adapt and implement these new processes to avoid using obsolete systems. Therefore, one of the main characteristics of digitalization is the constant search for innovation. In this context, it is important to find <b>solutions that allow us to optimize processes <\/b>and that can give us the maximum benefit. One of the business areas where this fact acquires greater relevance is in <b>customer service<\/b>, since a quality service will allow us to increase our sales and create a relationship of trust with users. To do this, carrying out actions such as automating our call center can help us to increase productivity, both for the agents and for the company itself. In this post we want you to know how to automate your call center through, among other solutions, systems based on Artificial Intelligence such as <a href=\"https:\/\/fonvirtual.com\/en\/virtual-agent\/\">virtual agents<\/a>, which we have talked about before. <\/p>\n<h2>What does call center automation consist of?<\/h2>\n<p> In general terms, automation uses <b>technological tools<\/b>, normally based on Artificial Intelligence, to carry out certain processes efficiently. These systems are characterized mainly because human intervention is minimal, and even in some cases, null, since they can be replaced in certain tasks that can be performed by machines in seconds. This way, they ensure that employees can devote themselves to solving other issues that require more attention, such as <b>providing a personalized service<\/b>. The automation of a contact center, in addition to providing efficiency and saving time for agents, can bring <b>other benefits<\/b>. For example, it is possible to guarantee a continuous service 24\/7. Thus, the satisfaction of your customers will increase and will improve the image they have of your company by bringing quality to the service provided, since they can receive a response at any time. <\/p>\n<h2>Call center automation models<\/h2>\n<p> Before you know what are the processes of a contact center in which it is common to use these technological tools, it is important to know that there are different types of automation. This nuance acquires a relevant role when implementing the different Artificial Intelligence systems, since depending on the process we want to automate in our contact center, the degree of human intervention will be greater or lesser. Although there are more models (such as ITPA), the two most used to automate a call center are: <\/p>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li aria-level=\"1\"><b>Macros: <\/b>in this case, the automation is used to carry out a specific and highly repetitive task. This type of automation, therefore, is designed to intervene in rigid processes in which changes are minimal or practically null. We could <b>compare this model <\/b>to a keyboard shortcut: a sequence of tasks is linked together so that when the corresponding action is triggered, the system begins to function. As we will see later, it is the ideal model for <b>telemarketing campaigns<\/b>, since it is possible to launch calls from the software without human interaction by means of an automatic dialer. In this way, certain activities can be programmed to free the agents, so it is not necessary for them to invest a great amount of time in the process, but simply to start it and supervise that everything is being carried out as planned.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<ul>\n<li aria-level=\"1\"><b>RPA: <\/b>stands for \u00ab<i>Robotic Process Automation<\/i>\u00bb and it is the most frequent method for automating a contact center, as it is based on the resolution of tasks that are not very qualified by virtual agents but in which certain variations are allowed (which in some cases will have to be previously configured and in others not). To <b>give an example<\/b>, let&#8217;s imagine a customer who contacts his bank to find out what the current balance of his account is. In these cases, there are several ways in which the user can make this request, and the system will recognize each of the variations and will solve it as it is a simple request. On the other hand, in the case of a <b>more qualified request <\/b>or if it does not find the answer, it will transfer the conversation to an agent.<\/li>\n<\/ul>\n<p> <img loading=\"lazy\" decoding=\"async\" class=\" wp-image-21520 aligncenter\" src=\"https:\/\/fonvirtual.com\/en\/wp-content\/uploads\/2021\/08\/automate-call-center.jpg\" alt=\"automate-call-center.\" width=\"518\" height=\"346\" \/> <\/p>\n<h2>What processes can be automated in a contact center?<\/h2>\n<p> Once we have established a difference between the different models of call center automation, it is worth noting that there are many processes that can be automated. However, we will provide you with a list of the most common ones: <\/p>\n<ul>\n<li aria-level=\"1\"><b>Telemarketing campaigns: <\/b>a telemarketing campaign is characterized by efficiency and time saving. As we have said before, the automatic dialers integrated in the <a href=\"https:\/\/fonvirtual.com\/en\/call-center-software\/\">call center software<\/a> allow us to launch these calls in a mechanical way. Thus, it is not necessary for agents to constantly dial different phone numbers from a database, increasing efficiency and saving time.<\/li>\n<\/ul>\n<ul>\n<li aria-level=\"1\"><b>Appointment management and reservations: <\/b>nowadays, thanks to the rise of instant messaging applications such as WhatsApp or Telegram, it is a simple process to automate. Many people prefer to make certain arrangements through these channels rather than by call, which does not mean that it is not a means equally used in this area. Through the use of virtual agents, regardless of the medium through which the contact is made, we can automate our contact center so that a chatbot (in the case of instant messaging) or a callbot (in the case of a phone call) attends these requests.<\/li>\n<\/ul>\n<ul>\n<li aria-level=\"1\"><b>Information request: <\/b>again, it is the virtual agents who allow us to automate our call center, because when the user calls or writes to request information, either about the status of your order, the company itself or a particular product or service, these systems will be able to provide such basic information.<\/li>\n<\/ul>\n<ul>\n<li aria-level=\"1\"><b>Conducting surveys to check the quality of service: <\/b>once the interaction with customers is over, it is important to know their opinion to figure out what were the strengths and weaknesses of the conversation in order to make decisions and improve in the future. With the software, we can derive the call to an automatic system that collects information on the quality of the call.<\/li>\n<\/ul>\n<ul>\n<li aria-level=\"1\"><b>Telephone collection: <\/b>with the call center software that we offer in Fonvirtual, you can make collections to your customers without leaving the call. Artificial Intelligence systems intervene in the process, which will be the ones who obtain customer data and manage the collection directly with the bank. Thus, the security of the procedure is also guaranteed, as there is only human intervention to trigger the action.<\/li>\n<\/ul>\n<p> Call center automation allows you to take the customer experience to the next level. By reducing waiting times, clients will have their needs met quickly. This way, in addition to providing an efficient and quality service, we will reduce the number of errors and prevent agents from being overwhelmed with simple requests that can be performed by new technologies. At Fonvirtual we offer you different functionalities and services integrated in your call center software to speed up your customer service processes. If you want to know everything you can automate with us, do not hesitate to request information. Our team will be happy to accompany you throughout the process to get the most out of your call center. [\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section]<\/p>\n<style id=\"fv-blog-cats-css\"> nav.fv-blog-cats{--fv:#f6343f;--fv-osc:#d8252f;--fv-tinta:#1a1a2e;--fv-borde:#e6e6ea;font-family:inherit;max-width:1180px;margin:28px auto 18px;padding:0 4px;text-align:center!important;} nav.fv-blog-cats .fv-cats-titulo{font-size:13px;font-weight:600;letter-spacing:.06em;text-transform:uppercase;color:#9a9aae;margin:0 0 14px;} nav.fv-blog-cats ul.fv-cats-lista{display:inline-flex;flex-wrap:wrap;justify-content:center;gap:10px 12px;list-style:none!important;margin:0;padding:0!important;text-align:center;} nav.fv-blog-cats .fv-cats-lista a{display:inline-flex!important;align-items:center;gap:7px;padding:9px 18px;border-radius:999px;border:1px solid var(--fv-borde);background:#fff!important;color:#000!important;font-size:14px;font-weight:400;line-height:1;text-decoration:none!important;white-space:nowrap;cursor:pointer;transition:background .15s ease,color .15s ease,border-color .15s ease,box-shadow .15s ease,transform .1s ease;} nav.fv-blog-cats .fv-cats-lista a:hover{border-color:var(--fv);color:var(--fv)!important;background:#fff5f5;box-shadow:0 4px 14px -6px rgba(246,52,63,.45);text-decoration:none!important;} nav.fv-blog-cats .fv-cats-lista a:active{transform:translateY(1px);} nav.fv-blog-cats .fv-cats-lista a:focus-visible{outline:3px solid rgba(246,52,63,.4);outline-offset:2px;} nav.fv-blog-cats .fv-cats-dot{width:8px;height:8px;border-radius:50%;background:var(--fv);opacity:1;flex-shrink:0;} nav.fv-blog-cats .fv-cats-lista a.fv-cats-activo{background:var(--fv)!important;border-color:var(--fv);color:#fff!important;box-shadow:0 6px 16px -6px rgba(246,52,63,.6);} nav.fv-blog-cats .fv-cats-lista a.fv-cats-activo:hover{background:var(--fv-osc);color:#fff!important;} nav.fv-blog-cats .fv-cats-lista a.fv-cats-activo .fv-cats-dot{opacity:1;background:#fff;} @media (max-width:600px){nav.fv-blog-cats ul.fv-cats-lista{display:flex;flex-wrap:nowrap;overflow-x:auto;justify-content:flex-start;padding-bottom:6px;-webkit-overflow-scrolling:touch;scrollbar-width:thin;scrollbar-color:var(--fv-borde) transparent;}nav.fv-blog-cats .fv-cats-lista::-webkit-scrollbar{height:6px;}nav.fv-blog-cats .fv-cats-lista::-webkit-scrollbar-thumb{background:var(--fv-borde);border-radius:3px;}nav.fv-blog-cats .fv-cats-lista a{flex-shrink:0;}} <\/style>\n<nav class=\"fv-blog-cats\" aria-label=\"Blog categories\">\n<p class=\"fv-cats-titulo\">Explore by category<\/p>\n<ul class=\"fv-cats-lista\">\n<li><a href=\"https:\/\/fonvirtual.com\/en\/blog\/\" data-fvcat=\"\"><span class=\"fv-cats-dot\"><\/span>All<\/a><\/li>\n<li><a href=\"https:\/\/fonvirtual.com\/en\/blog\/category\/technology\/\" data-fvcat=\"technology\"><span class=\"fv-cats-dot\"><\/span>Technology<\/a><\/li>\n<li><a href=\"https:\/\/fonvirtual.com\/en\/blog\/category\/professional-communications\/\" data-fvcat=\"professional-communications\"><span class=\"fv-cats-dot\"><\/span>Professional Communications<\/a><\/li>\n<li><a href=\"https:\/\/fonvirtual.com\/en\/blog\/category\/features\/\" data-fvcat=\"features\"><span class=\"fv-cats-dot\"><\/span>Features<\/a><\/li>\n<li><a href=\"https:\/\/fonvirtual.com\/en\/blog\/category\/artificial-intelligence\/\" data-fvcat=\"artificial-intelligence\"><span class=\"fv-cats-dot\"><\/span>Artificial Intelligence<\/a><\/li>\n<li><a href=\"https:\/\/fonvirtual.com\/en\/blog\/category\/call-center-cloud-technology\/\" data-fvcat=\"call-center-cloud-technology\"><span class=\"fv-cats-dot\"><\/span>Call center<\/a><\/li>\n<li><a href=\"https:\/\/fonvirtual.com\/en\/blog\/category\/channels\/\" data-fvcat=\"channels\"><span class=\"fv-cats-dot\"><\/span>Channels<\/a><\/li>\n<\/ul>\n<\/nav>\n<p><script> (function(){ var root=document.querySelector('.fv-blog-cats'); 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var st=document.createElement('style'); st.setAttribute('data-fv-injected','1'); st.textContent=CSS; document.head.appendChild(st); var SLUGS=['technology','professional-communications','features','artificial-intelligence','call-center-cloud-technology','channels']; var found={}; document.querySelectorAll('a[href*=\"\/category\/\"]').forEach(function(a){ if(root.contains(a)){return;} var href=a.getAttribute('href')||''; var i=href.indexOf('\/category\/'); if(i<0){return;} var rest=href.slice(i+10); var j=rest.indexOf('\/'); if(j<0){return;} var slug=rest.slice(0,j); if(SLUGS.indexOf(slug)<0){return;} found[slug]=1; }); root.querySelectorAll('.fv-cats-lista a').forEach(function(a){ var cat=a.getAttribute('data-fvcat'); if(!cat){return;} if(!found[cat]){return;} a.classList.add('fv-cats-activo'); a.setAttribute('aria-current','true'); }); })(); <\/script><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Emma Smith\u2014\u2014ShareCopy linkSummarize this article with AIPick an AI: opens a chat with the summary ready to go \u2014 you just hit send.ChatGPTClaudePerplexityOpens in a new tab \u00b7 ChatGPT and Perplexity don&#8217;t require an account <div class=\"et_pb_section et_pb_section_0 et_section_regular\" >\n\t\t\t\t\n\t\t\t\t\n\t\t\t\t\n\t\t\t\t\n\t\t\t\t\n\t\t\t\t\n\t\t\t\t\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div><div class=\"et_pb_row et_pb_row_0 et_pb_row_empty\">\n\t\t\t\t\n\t\t\t\t\n\t\t\t\t\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div><div class=\"et_pb_module et_pb_text et_pb_text_0  et_pb_text_align_left et_pb_bg_layout_light\">\n\t\t\t\t\n\t\t\t\t\n\t\t\t\t\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div> Digital transformation has brought significant changes in the way we work, shop, and even relate to our environment. The [&hellip;]<\/p>\n","protected":false},"author":24,"featured_media":21519,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"on","_et_pb_old_content":"<p><b>Digital transformation <\/b>has brought significant changes in the way we work, shop, and even relate to our environment. The fact is that technological development is advancing so fast that people, and especially companies, must adapt and implement these new processes to avoid using obsolete systems. Therefore, one of the main characteristics of digitalization is the constant search for innovation. In this context, it is important to find <b>solutions that allow us to optimize processes <\/b>and that can give us the maximum benefit.<\/p><p>One of the business areas where this fact acquires greater relevance is in <b>customer service<\/b>, since a quality service will allow us to increase our sales and create a relationship of trust with users. To do this, carrying out actions such as automating our call center can help us to increase productivity, both for the agents and for the company itself.<\/p><p>In this post we want you to know how to automate your call center through, among other solutions, systems based on Artificial Intelligence such as <a href=\"https:\/\/fonvirtual.com\/en\/virtual-agent\/\">virtual agents<\/a>, which we have talked about before.<\/p><h2>What does call center automation consist of?<\/h2><p>In general terms, automation uses <b>technological tools<\/b>, normally based on Artificial Intelligence, to carry out certain processes efficiently. These systems are characterized mainly because human intervention is minimal, and even in some cases, null, since they can be replaced in certain tasks that can be performed by machines in seconds. This way, they ensure that employees can devote themselves to solving other issues that require more attention, such as <b>providing a personalized service<\/b>.<\/p><p>The automation of a contact center, in addition to providing efficiency and saving time for agents, can bring <b>other benefits<\/b>. For example, it is possible to guarantee a continuous service 24\/7. Thus, the satisfaction of your customers will increase and will improve the image they have of your company by bringing quality to the service provided, since they can receive a response at any time.<\/p><h2>Call center automation models<\/h2><p>Before you know what are the processes of a contact center in which it is common to use these technological tools, it is important to know that there are different types of automation. This nuance acquires a relevant role when implementing the different Artificial Intelligence systems, since depending on the process we want to automate in our contact center, the degree of human intervention will be greater or lesser. Although there are more models (such as ITPA), the two most used to automate a call center are:<\/p><ul><li style=\"list-style-type: none;\"><ul><li aria-level=\"1\"><b>Macros: <\/b>in this case, the automation is used to carry out a specific and highly repetitive task. This type of automation, therefore, is designed to intervene in rigid processes in which changes are minimal or practically null. We could <b>compare this model <\/b>to a keyboard shortcut: a sequence of tasks is linked together so that when the corresponding action is triggered, the system begins to function. As we will see later, it is the ideal model for <b>telemarketing campaigns<\/b>, since it is possible to launch calls from the software without human interaction by means of an automatic dialer. In this way, certain activities can be programmed to free the agents, so it is not necessary for them to invest a great amount of time in the process, but simply to start it and supervise that everything is being carried out as planned.<\/li><\/ul><\/li><\/ul><ul><li aria-level=\"1\"><b>RPA: <\/b>stands for \"<i>Robotic Process Automation<\/i>\" and it is the most frequent method for automating a contact center, as it is based on the resolution of tasks that are not very qualified by virtual agents but in which certain variations are allowed (which in some cases will have to be previously configured and in others not). To <b>give an example<\/b>, let's imagine a customer who contacts his bank to find out what the current balance of his account is. In these cases, there are several ways in which the user can make this request, and the system will recognize each of the variations and will solve it as it is a simple request. On the other hand, in the case of a <b>more qualified request <\/b>or if it does not find the answer, it will transfer the conversation to an agent.<\/li><\/ul><p><img class=\" wp-image-21520 aligncenter\" src=\"https:\/\/fonvirtual.com\/en\/wp-content\/uploads\/2021\/08\/automate-call-center.jpg\" alt=\"automate-call-center.\" width=\"518\" height=\"346\" \/><\/p><h2>What processes can be automated in a contact center?<\/h2><p>Once we have established a difference between the different models of call center automation, it is worth noting that there are many processes that can be automated. However, we will provide you with a list of the most common ones:<\/p><ul><li aria-level=\"1\"><b>Telemarketing campaigns: <\/b>a telemarketing campaign is characterized by efficiency and time saving. As we have said before, the automatic dialers integrated in the <a href=\"https:\/\/fonvirtual.com\/en\/call-center-software\/\">call center software<\/a> allow us to launch these calls in a mechanical way. Thus, it is not necessary for agents to constantly dial different phone numbers from a database, increasing efficiency and saving time.<\/li><\/ul><ul><li aria-level=\"1\"><b>Appointment management and reservations: <\/b>nowadays, thanks to the rise of instant messaging applications such as WhatsApp or Telegram, it is a simple process to automate. Many people prefer to make certain arrangements through these channels rather than by call, which does not mean that it is not a means equally used in this area. Through the use of virtual agents, regardless of the medium through which the contact is made, we can automate our contact center so that a chatbot (in the case of instant messaging) or a callbot (in the case of a phone call) attends these requests.<\/li><\/ul><ul><li aria-level=\"1\"><b>Information request: <\/b>again, it is the virtual agents who allow us to automate our call center, because when the user calls or writes to request information, either about the status of your order, the company itself or a particular product or service, these systems will be able to provide such basic information.<\/li><\/ul><ul><li aria-level=\"1\"><b>Conducting surveys to check the quality of service: <\/b>once the interaction with customers is over, it is important to know their opinion to figure out what were the strengths and weaknesses of the conversation in order to make decisions and improve in the future. With the software, we can derive the call to an automatic system that collects information on the quality of the call.<\/li><\/ul><ul><li aria-level=\"1\"><b>Telephone collection: <\/b>with the call center software that we offer in Fonvirtual, you can make collections to your customers without leaving the call. Artificial Intelligence systems intervene in the process, which will be the ones who obtain customer data and manage the collection directly with the bank. Thus, the security of the procedure is also guaranteed, as there is only human intervention to trigger the action.<\/li><\/ul><p>Call center automation allows you to take the customer experience to the next level. By reducing waiting times, clients will have their needs met quickly. This way, in addition to providing an efficient and quality service, we will reduce the number of errors and prevent agents from being overwhelmed with simple requests that can be performed by new technologies.<\/p><p>At Fonvirtual we offer you different functionalities and services integrated in your call center software to speed up your customer service processes. If you want to know everything you can automate with us, do not hesitate to request information. Our team will be happy to accompany you throughout the process to get the most out of your call center.<\/p>","_et_gb_content_width":"","footnotes":""},"categories":[29],"tags":[],"class_list":["post-21518","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-call-center-cloud-technology"],"_wp_attached_file":null,"_wp_attachment_metadata":null,"_wp_attachment_image_alt":null,"_wp_page_template":null,"_wpgce_event_tracking_active":null,"_wpgce_event_tracking_code":null,"_wpgce_event_tracking_jquery_code":null,"_wpe_gce_active":null,"_wpe_gce_code":null,"_experiments_wp_code":null,"_wpgce_event_tracking_css_id":null,"_wpgce_event_tracking_css_class":null,"_yoast_wpseo_opengraph-title":null,"_yoast_wpseo_opengraph-description":null,"_yoast_wpseo_opengraph-image":null,"_yoast_wpseo_google-plus-title":null,"_yoast_wpseo_google-plus-description":null,"_yoast_wpseo_google-plus-image":null,"_wpgce_event_tracking_label":null,"_wpgce_event_tracking_action":null,"_wpgce_event_tracking_category":null,"_experiments_wp_active":null,"_oembed_416f6f269dd139bf4a841b01047e0919":null,"hreflang-es_es":null,"hreflang-en_gb":null,"_et_pb_predefined_layout":null,"_et_pb_layout_applicability":null,"notification_id":null,"dismissable":null,"location":null,"version":null,"viewed":null,"expiration":null,"plans":null,"_yoast_wpseo_meta-robots-noindex":null,"_yoast_wpseo_meta-robots-nofollow":null,"_menu_item_type":null,"_menu_item_menu_item_parent":null,"_menu_item_object_id":null,"_menu_item_object":null,"_menu_item_target":null,"_menu_item_classes":null,"_menu_item_xfn":null,"_menu_item_url":null,"_et_post_bg_color":"#ffffff","_et_post_bg_layout":"light","_et_pb_show_title":"on","_yoast_wpseo_primary_category":"29","_yoast_wpseo_opengraph-image-id":null,"_wp_attachment_backup_sizes":null,"_xmlsf_exclude":null,"_yoast_wpseo_canonical":null,"_et_pb_module_type":null,"_schema_categories":null,"_schema_type":null,"_schema_article_type":null,"_schema_post_types":null,"_schema_post_meta_box_enabled":null,"_schema_post_meta_box_title":null,"_schema_post_meta_box":null,"_schema_video_object_type":null,"_schema_audio_object_type":null,"_et_autogenerated_title":null,"_et_default":null,"_et_enabled":null,"_et_header_layout_id":null,"_et_header_layout_enabled":null,"_et_body_layout_id":null,"_et_body_layout_enabled":null,"_et_footer_layout_id":null,"_et_footer_layout_enabled":null,"_imagify_optimization_level":null,"_imagify_status":null,"_imagify_data":null,"_rocket_exclude_lazyload":null,"_rocket_exclude_lazyload_iframes":null,"_rocket_exclude_minify_css":null,"_rocket_exclude_minify_js":null,"_rocket_exclude_cdn":null,"_rocket_exclude_defer_all_js":null,"_rocket_exclude_delay_js":null,"_sc_disable_sc":null,"_sc_disable_admin":null,"_sc_editor":null,"_sc_allowed_devices":null,"yarpp_meta":{"yarpp_display_for_this_post":1},"_rocket_exclude_remove_unused_css":null,"_oembed_79f80bd7168b3189efa370edf193fbe6":null,"_et_pb_row_layout":null,"_et_use_on":null,"_et_pb_light_text_color":null,"_et_template":null,"_oembed_3106f03df1b49016f7fdca1c3ec6ce18":null,"_oembed_7477bcd2452b8f09f89fc3ecfc2f7346":null,"_megamenu":null,"perfmatters_exclude_minify_js":null,"perfmatters_exclude_lazy_loading":null,"_yoast_wpseo_twitter-title":null,"_yoast_wpseo_twitter-description":null,"_yoast_wpseo_twitter-image":null,"hreflang-fr":null,"hreflang-es_ar":null,"hreflang-fr_be":null,"hreflang-es_mx":null,"hreflang-en":null,"hreflang-fr_fr":null,"_wp_trash_meta_status":null,"_wp_trash_meta_time":null,"_edit_last":"24","_et_pb_page_layout":"et_right_sidebar","_et_pb_use_builder":"on","_et_pb_old_content":"<p><b>Digital transformation <\/b>has brought significant changes in the way we work, shop, and even relate to our environment. The fact is that technological development is advancing so fast that people, and especially companies, must adapt and implement these new processes to avoid using obsolete systems. Therefore, one of the main characteristics of digitalization is the constant search for innovation. In this context, it is important to find <b>solutions that allow us to optimize processes <\/b>and that can give us the maximum benefit.<\/p><p>One of the business areas where this fact acquires greater relevance is in <b>customer service<\/b>, since a quality service will allow us to increase our sales and create a relationship of trust with users. To do this, carrying out actions such as automating our call center can help us to increase productivity, both for the agents and for the company itself.<\/p><p>In this post we want you to know how to automate your call center through, among other solutions, systems based on Artificial Intelligence such as <a href=\"https:\/\/fonvirtual.com\/en\/virtual-agent\/\">virtual agents<\/a>, which we have talked about before.<\/p><h2>What does call center automation consist of?<\/h2><p>In general terms, automation uses <b>technological tools<\/b>, normally based on Artificial Intelligence, to carry out certain processes efficiently. These systems are characterized mainly because human intervention is minimal, and even in some cases, null, since they can be replaced in certain tasks that can be performed by machines in seconds. This way, they ensure that employees can devote themselves to solving other issues that require more attention, such as <b>providing a personalized service<\/b>.<\/p><p>The automation of a contact center, in addition to providing efficiency and saving time for agents, can bring <b>other benefits<\/b>. For example, it is possible to guarantee a continuous service 24\/7. Thus, the satisfaction of your customers will increase and will improve the image they have of your company by bringing quality to the service provided, since they can receive a response at any time.<\/p><h2>Call center automation models<\/h2><p>Before you know what are the processes of a contact center in which it is common to use these technological tools, it is important to know that there are different types of automation. This nuance acquires a relevant role when implementing the different Artificial Intelligence systems, since depending on the process we want to automate in our contact center, the degree of human intervention will be greater or lesser. Although there are more models (such as ITPA), the two most used to automate a call center are:<\/p><ul><li style=\"list-style-type: none;\"><ul><li aria-level=\"1\"><b>Macros: <\/b>in this case, the automation is used to carry out a specific and highly repetitive task. This type of automation, therefore, is designed to intervene in rigid processes in which changes are minimal or practically null. We could <b>compare this model <\/b>to a keyboard shortcut: a sequence of tasks is linked together so that when the corresponding action is triggered, the system begins to function. As we will see later, it is the ideal model for <b>telemarketing campaigns<\/b>, since it is possible to launch calls from the software without human interaction by means of an automatic dialer. In this way, certain activities can be programmed to free the agents, so it is not necessary for them to invest a great amount of time in the process, but simply to start it and supervise that everything is being carried out as planned.<\/li><\/ul><\/li><\/ul><ul><li aria-level=\"1\"><b>RPA: <\/b>stands for \"<i>Robotic Process Automation<\/i>\" and it is the most frequent method for automating a contact center, as it is based on the resolution of tasks that are not very qualified by virtual agents but in which certain variations are allowed (which in some cases will have to be previously configured and in others not). To <b>give an example<\/b>, let's imagine a customer who contacts his bank to find out what the current balance of his account is. In these cases, there are several ways in which the user can make this request, and the system will recognize each of the variations and will solve it as it is a simple request. On the other hand, in the case of a <b>more qualified request <\/b>or if it does not find the answer, it will transfer the conversation to an agent.<\/li><\/ul><p><img class=\" wp-image-21520 aligncenter\" src=\"https:\/\/fonvirtual.com\/en\/wp-content\/uploads\/2021\/08\/automate-call-center.jpg\" alt=\"automate-call-center.\" width=\"518\" height=\"346\" \/><\/p><h2>What processes can be automated in a contact center?<\/h2><p>Once we have established a difference between the different models of call center automation, it is worth noting that there are many processes that can be automated. However, we will provide you with a list of the most common ones:<\/p><ul><li aria-level=\"1\"><b>Telemarketing campaigns: <\/b>a telemarketing campaign is characterized by efficiency and time saving. As we have said before, the automatic dialers integrated in the <a href=\"https:\/\/fonvirtual.com\/en\/call-center-software\/\">call center software<\/a> allow us to launch these calls in a mechanical way. Thus, it is not necessary for agents to constantly dial different phone numbers from a database, increasing efficiency and saving time.<\/li><\/ul><ul><li aria-level=\"1\"><b>Appointment management and reservations: <\/b>nowadays, thanks to the rise of instant messaging applications such as WhatsApp or Telegram, it is a simple process to automate. Many people prefer to make certain arrangements through these channels rather than by call, which does not mean that it is not a means equally used in this area. Through the use of virtual agents, regardless of the medium through which the contact is made, we can automate our contact center so that a chatbot (in the case of instant messaging) or a callbot (in the case of a phone call) attends these requests.<\/li><\/ul><ul><li aria-level=\"1\"><b>Information request: <\/b>again, it is the virtual agents who allow us to automate our call center, because when the user calls or writes to request information, either about the status of your order, the company itself or a particular product or service, these systems will be able to provide such basic information.<\/li><\/ul><ul><li aria-level=\"1\"><b>Conducting surveys to check the quality of service: <\/b>once the interaction with customers is over, it is important to know their opinion to figure out what were the strengths and weaknesses of the conversation in order to make decisions and improve in the future. With the software, we can derive the call to an automatic system that collects information on the quality of the call.<\/li><\/ul><ul><li aria-level=\"1\"><b>Telephone collection: <\/b>with the call center software that we offer in Fonvirtual, you can make collections to your customers without leaving the call. Artificial Intelligence systems intervene in the process, which will be the ones who obtain customer data and manage the collection directly with the bank. Thus, the security of the procedure is also guaranteed, as there is only human intervention to trigger the action.<\/li><\/ul><p>Call center automation allows you to take the customer experience to the next level. By reducing waiting times, clients will have their needs met quickly. This way, in addition to providing an efficient and quality service, we will reduce the number of errors and prevent agents from being overwhelmed with simple requests that can be performed by new technologies.<\/p><p>At Fonvirtual we offer you different functionalities and services integrated in your call center software to speed up your customer service processes. If you want to know everything you can automate with us, do not hesitate to request information. Our team will be happy to accompany you throughout the process to get the most out of your call center.<\/p>","_yoast_wpseo_focuskw":"automate call center","_yoast_wpseo_title":"How to automate your call center? - Fonvirtual Blog","_yoast_wpseo_metadesc":"Find out how you can automate your call center and give quality to your customer service using tools base in Artificial Intelligence","_yoast_wpseo_linkdex":"74","_edit_lock":"1699003721:24","_yoast_wpseo_focuskw_text_input":null,"_et_pb_built_for_post_type":null,"_et_pb_post_hide_nav":"default","_et_pb_side_nav":"off","_et_pb_enable_shortcode_tracking":null,"_et_pb_custom_css":null,"_et_builder_version":null,"_yoast_wpseo_content_score":"30","_et_pb_ab_stats_refresh_interval":null,"_thumbnail_id":"21519","_wp_old_date":null,"_et_pb_show_page_creation":null,"_et_pb_ab_subjects":null,"_et_pb_ab_current_shortcode":null,"_wp_old_slug":null,"_schema_ref":"12660","_et_pb_first_image":"","_et_pb_truncate_post":"<div class=\"et_pb_section et_pb_section_0 et_section_regular\" >\n\t\t\t\t\n\t\t\t\t\n\t\t\t\t\n\t\t\t\t\n\t\t\t\t\n\t\t\t\t\n\t\t\t\t<div class=\"et_pb_row et_pb_row_0\">\n\t\t\t\t<div class=\"et_pb_column et_pb_column_4_4 et_pb_column_0  et_pb_css_mix_blend_mode_passthrough et-last-child\">\n\t\t\t\t\n\t\t\t\t\n\t\t\t\t\n\t\t\t\t\n\t\t\t\t<div class=\"et_pb_module et_pb_text et_pb_text_0  et_pb_text_align_left et_pb_bg_layout_light\">\n\t\t\t\t\n\t\t\t\t\n\t\t\t\t\n\t\t\t\t\n\t\t\t\t<div class=\"et_pb_text_inner\"><p>Digital transformation has brought significant changes in the way we work, shop, and even relate to our environment. The fact is that technological development is advancing so fast that people, and especially companies, must adapt and implement these new processes to avoid using obsolete systems. Therefore, one of the main characteristics of digitalization is the constant search for innovation. In this context, it is important to find solutions that allow us to optimize processes and that can give us the maximum benefit.<\/p>\n<p>One of the business areas where this fact acquires greater relevance is in customer service, since a quality service will allow us to increase our sales and create a relationship of trust with users. To do this, carrying out actions such as automating our call center can help us to increase productivity, both for the agents and for the company itself.<\/p>\n<p>In this post we want you to know how to automate your call center through, among other solutions, systems based on Artificial Intelligence such as virtual agents, which we have talked about before.<br \/>\nWhat does call center automation consist of?<br \/>\nIn general terms, automation uses technological tools, normally based on Artificial Intelligence, to carry out certain processes efficiently. These systems are characterized mainly because human intervention is minimal, and even in some cases, null, since they can be replaced in certain tasks that can be performed by machines in seconds. This way, they ensure that employees can devote themselves to solving other issues that require more attention, such as providing a personalized service.<\/p>\n<p>The automation of a contact center, in addition to providing efficiency and saving time for agents, can bring other benefits. For example, it is possible to guarantee a continuous service 24\/7. Thus, the satisfaction of your customers will increase and will improve the image they have of your company by bringing quality to the service provided, since they can receive a response at any time.<br \/>\nCall center automation models<br \/>\nBefore you know what are the processes of a contact center in which it is common to use these technological tools, it is important to know that there are different types of automation. This nuance acquires a relevant role when implementing the different Artificial Intelligence systems, since depending on the process we want to automate in our contact center, the degree of human intervention will be greater or lesser. Although there are more models (such as ITPA), the two most used to automate a call center are:<\/p>\n<p> \tMacros: in this case, the automation is used to carry out a specific and highly repetitive task. This type of automation, therefore, is designed to intervene in rigid processes in which changes are minimal or practically null. We could compare this model to a keyboard shortcut: a sequence of tasks is linked together so that when the corresponding action is triggered, the system begins to function. As we will see later, it is the ideal model for telemarketing campaigns, since it is possible to launch calls from the software without human interaction by means of an automatic dialer. In this way, certain activities can be programmed to free the agents, so it is not necessary for them to invest a great amount of time in the process, but simply to start it and supervise that everything is being carried out as planned.<\/p>\n<p> \tRPA: stands for &#8220;Robotic Process Automation&#8221; and it is the most frequent method for automating a contact center, as it is based on the resolution of tasks that are not very qualified by virtual agents but in which certain variations are allowed (which in some cases will have to be previously configured and in others not). To give an example, let&#8217;s imagine a customer who contacts his bank to find out what the current balance of his account is. In these cases, there are several ways in which the user can make this request, and the system will recognize each of the variations and will solve it as it is a simple request. On the other hand, in the case of a more qualified request or if it does not find the answer, it will transfer the conversation to an agent.<\/p>\n<p>What processes can be automated in a contact center?<br \/>\nOnce we have established a difference between the different models of call center automation, it is worth noting that there are many processes that can be automated. However, we will provide you with a list of the most common ones:<\/p>\n<p> \tTelemarketing campaigns: a telemarketing campaign is characterized by efficiency and time saving. As we have said before, the automatic dialers integrated in the call center software allow us to launch these calls in a mechanical way. Thus, it is not necessary for agents to constantly dial different phone numbers from a database, increasing efficiency and saving time.<\/p>\n<p> \tAppointment management and reservations: nowadays, thanks to the rise of instant messaging applications such as WhatsApp or Telegram, it is a simple process to automate. Many people prefer to make certain arrangements through these channels rather than by call, which does not mean that it is not a means equally used in this area. Through the use of virtual agents, regardless of the medium through which the contact is made, we can automate our contact center so that a chatbot (in the case of instant messaging) or a callbot (in the case of a phone call) attends these requests.<\/p>\n<p> \tInformation request: again, it is the virtual agents who allow us to automate our call center, because when the user calls or writes to request information, either about the status of your order, the company itself or a particular product or service, these systems will be able to provide such basic information.<\/p>\n<p> \tConducting surveys to check the quality of service: once the interaction with customers is over, it is important to know their opinion to figure out what were the strengths and weaknesses of the conversation in order to make decisions and improve in the future. With the software, we can derive the call to an automatic system that collects information on the quality of the call.<\/p>\n<p> \tTelephone collection: with the call center software that we offer in Fonvirtual, you can make collections to your customers without leaving the call. Artificial Intelligence systems intervene in the process, which will be the ones who obtain customer data and manage the collection directly with the bank. Thus, the security of the procedure is also guaranteed, as there is only human intervention to trigger the action.<\/p>\n<p>Call center automation allows you to take the customer experience to the next level. By reducing waiting times, clients will have their needs met quickly. This way, in addition to providing an efficient and quality service, we will reduce the number of errors and prevent agents from being overwhelmed with simple requests that can be performed by new technologies.<\/p>\n<p>At Fonvirtual we offer you different functionalities and services integrated in your call center software to speed up your customer service processes. If you want to know everything you can automate with us, do not hesitate to request information. Our team will be happy to accompany you throughout the process to get the most out of your call center.<\/p><\/div>\n\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\n\t\t\t\t\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n","_et_pb_truncate_post_date":"2024-07-19 08:09:03","_et_pb_gutter_width":null,"search_volume":null,"_yoast_wpseo_estimated-reading-time-minutes":"6","_schema_json":{"@context":"https:\/\/schema.org\/","@type":"BlogPosting","mainEntityOfPage":{"@type":"WebPage","@id":"https:\/\/fonvirtual.com\/en\/blog\/automate-call-center\/"},"url":"https:\/\/fonvirtual.com\/en\/blog\/automate-call-center\/","headline":"How to automate your call center? - Fonvirtual Blog","datePublished":"2021-09-01T07:30:36+02:00","dateModified":"2026-07-28T18:50:47+02:00","publisher":{"@type":"Organization","@id":"https:\/\/fonvirtual.com\/en\/#organization","name":"Fonvirtual","logo":{"@type":"ImageObject","url":"https:\/\/fonvirtual.com\/en\/wp-content\/uploads\/2019\/03\/fonvirtual-logo-blanco-sin-fondo_optim-min.png","width":600,"height":60}},"image":{"@type":"ImageObject","url":"https:\/\/fonvirtual.com\/en\/wp-content\/uploads\/2021\/08\/automate-call-center-enterprise.jpg","width":696,"height":332},"articleSection":"Call Center Cloud Technology","description":"Find out how you can automate your call center and give quality to your customer service using tools base in Artificial Intelligence","author":{"@type":"Person","name":"Adminfon","url":"https:\/\/fonvirtual.com\/en\/blog\/author\/adminfon\/","image":{"@type":"ImageObject","url":"https:\/\/secure.gravatar.com\/avatar\/38780a4da6014197432b18a9d77d845a0856244fb797588c6fe8cfc8c50024ba?s=96&d=mm&r=g","height":96,"width":96}},"commentCount":0},"_schema_json_timestamp":"1786010909","_global_colors_info":null,"_et_builder_dynamic_assets_loading_attr_threshold":"4","_yoast_wpseo_wordproof_timestamp":"","_wp_desired_post_slug":null,"_et_theme_builder_marked_as_unused":null,"_monsterinsights_sitenote_active":null,"_xmlsf_image_attached":{"loc":"https:\/\/fonvirtual.com\/en\/wp-content\/uploads\/2021\/08\/automate-call-center.jpg","title":"automate-call-center.","caption":""},"_et_dynamic_cached_shortcodes":["et_pb_column_inner","et_pb_post_content","et_pb_section","et_pb_row","et_pb_column","et_pb_row_inner","et_pb_blog","et_pb_button","et_pb_image","et_pb_post_title","et_pb_text"],"_et_dynamic_cached_attributes":{"specialty":["on"],"background_enable_color":"off"},"_et_builder_module_features_cache":null,"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.1 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>How to automate your call center? - Fonvirtual Blog<\/title>\n<meta name=\"description\" content=\"Find out how you can automate your call center and give quality to your customer service using tools base in Artificial Intelligence\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/fonvirtual.com\/en\/blog\/automate-call-center\/\" \/>\n<meta property=\"og:locale\" content=\"es_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How to automate your call center? - Fonvirtual Blog\" \/>\n<meta property=\"og:description\" content=\"Find out how you can automate your call center and give quality to your customer service using tools base in Artificial Intelligence\" \/>\n<meta property=\"og:url\" content=\"https:\/\/fonvirtual.com\/en\/blog\/automate-call-center\/\" \/>\n<meta property=\"og:site_name\" content=\"Fonvirtual\" \/>\n<meta property=\"article:published_time\" content=\"2021-09-01T05:30:36+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2026-07-28T16:50:47+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/fonvirtual.com\/en\/wp-content\/uploads\/2021\/08\/automate-call-center-enterprise.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"400\" \/>\n\t<meta property=\"og:image:height\" content=\"332\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Adminfon\" \/>\n<meta name=\"twitter:label1\" content=\"Escrito por\" \/>\n\t<meta name=\"twitter:data1\" content=\"Adminfon\" \/>\n\t<meta name=\"twitter:label2\" content=\"Tiempo de lectura\" \/>\n\t<meta name=\"twitter:data2\" content=\"6 minutos\" \/>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"How to automate your call center? 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