Robotic Process Automation (RPA) and the Future of Outsourcing

There is no doubt that technological advances in the industry have increased exponentially in recent years, but so have customer expectations. Today’s customers expect their questions to be answered and their needs met almost immediately, allowing companies to meet consumer demand and somehow keep the cost of doing business at a reasonable level. Companies must evolve to survive in today’s climate, and robotic process automation could be the catalyst companies need to take the next leap.

What is robotic process automation?

Robotic Process Automation (RPA) is a type of software created to mimic everyday or repetitive human activities. The software can remove the burden of repetitive processing tasks from people themselves, allowing them to solve the most complex tasks or problems within a company. The automation software can be programmed to perform the most diverse technological tasks, following all the rules imposed on it.

Types of Businesses Eligible for RPA

Simply put, many companies using technology can take advantage of intelligent automation, but here are a few examples.

  • IT/IT and Telecom companies: These types of companies demand a lot of customer service, which can be achieved very easily with the use of automation software. RPA can help by creating and responding to e-cards when a customer submits a question or service request. Tickets can then be delivered to the appropriate human worker for completion.
  • Accounting office: Automated software can contact customers, confirm payments, and even sync with online banks, taking human error out of the equation.
  • Online stores: Online stores can use RPA to accept orders and communicate with customers, all without the need for a live person. This allows a customer service representative to address any issues that are of higher priority or require critical thinking.

Future of outsourcing

RPA can change the way companies outsource. Companies often hire overseas to perform tasks when they are unable to hire local staff. Send company money overseas to pay contractors, earn revenue from the local economy, and risk losing customers the best service. Automation software takes the outsourced worker out of the equation and replaces work previously done by a foreign worker.

This will not only prevent company employees from spending money in the country in which they operate, but it will also remove the stress and stigma associated with hiring employees from other countries. A company that chooses to invest in technology ends up investing in the satisfaction of its customers and the longevity of its business.

Intelligent automation allows organizations to employ local workers to perform complex tasks, while technology handles the more mundane tasks. This will drastically reduce costs and increase the quality of service. As a result, a company’s profit margin should improve as consumers receive more support and service, which will likely help the company develop a more loyal pool of repeat customers for years to come.

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