¿Cuánto pierdes sin automatización en tu empresa? • iKono Telecomunicaciones

Call Center, Chat Center, Communication, Customer Experience, Multi-agent, Customer service, Technology

How much do you lose without automation in your company?

In an increasingly competitive business environment, automation It's gone from being an option to a necessity. Many companies still believe they can continue operating with manual processes, extensive spreadsheets, and repetitive tasks. However, the reality is clear: Not automating means losing money, time, and customers every day.

In this article we explain to you How much you could be losing without automation, how it impacts your Call Center, Contact Center or Chat Center, and what you can do to make the leap towards a more efficient model with the help of a multi-agent communications software.

The hidden cost of inefficiency

When companies don't automate their processes, losses gradually accumulate. Here are some of the most common:

1. Time wasted on repetitive tasks

Agents repeating the same answers to frequently asked questions, when a chatbot could solve them in seconds.

2. High operating costs

Manual processes require more staff for simple tasks, which increases payroll without improving productivity.

3. Frequent human errors

Copying data from one system to another, forgetting to schedule appointments, or incorrectly recording a call leads to losses and complaints.

4. Frustrated customers

Long wait times and slow processes reduce satisfaction. According to Zendesk (2024), he 73% of customers abandon a brand after several negative experiences.

How much does a contact center lose without automation?

Let's take a realistic example:

A company receives 5,000 interactions per month (between calls, chats and emails).

The 40% of these interactions are repetitive questions (check balance, schedule appointments, confirm schedules).

Without automation, every interaction requires at least 3 minutes of a human agent.

That means that each month they spend 10,000 minutes (more than 160 hours) in tasks that a chatbot communications software could automatically attend.

💸 Translation into costs: If each hour of an agent costs $25,000 COP, the company loses at least $4 million monthly in downtime alone.

Immediate benefits of automation

Automating processes in your Contact Center not only saves money, but also increases productivity. These are some benefits:

1. Quick and frictionless responses

With a Multi-agent Chat Center You can respond instantly on WhatsApp, web chat, or social media.

2. 24/7 availability

Bots can handle requests outside of business hours, building trust and satisfied customers.

3. Reduction of operating costs

By automating simple processes, agents can focus on strategic tasks, such as sales and loyalty.

4. Improved customer experience

The customer does not have to repeat their information or wait in long lines. automation centralizes data in a single panel, avoiding frustration.

Areas where you lose the most without automation

🏥 Health and EPS

Appointment scheduling and confirmation.

Automatic reminders to avoid absences.

🛍️ Retail and e-commerce

Online order processing.

Payment confirmations and shipping logistics.

📡 Service companies (Internet, energy)

Damage report and invoice inquiry.

Automatic generation of support tickets.

💻 Software and technology

Incident registration and tracking.

Proactive communication with customers regarding updates.

The role of multi-agent communications software

The question is not whether you should automate, but with what tools to do it.
At iKono Telecomunicaciones we offer solutions that integrate Call Center, Chat Center and Contact Center in a single ecosystem.

Key Features:

Single multi-agent panel to centralize chats, calls and tickets.

Intelligent routing of calls and messages to the correct agent.

Integrated chatbots for simple queries.

Real-time reports to measure productivity and satisfaction.

With this type of software, not only you save money, but also you increase sales and loyalty.

Conclusion: How much more will you lose?

Every day your business operates without automation, you're losing:

⏱️ Valuable time of your agents.

💸 Money spent on manual processes.

👎 Customers who get frustrated and leave for the competition.

Invest in a multi-agent communications software It is not an expense, it is a strategy to Reduce costs, increase productivity, and improve your customers' experience.

👉 Ready to discover how much you can earn with automation?
At iKono Telecomunicaciones, we support you in the process of transforming your contact center.

📲 Schedule your free demo and take the first step toward a more efficient Contact Center.

Fountain: iKono Telecommunications supported by AI

#We invite you to read our blog post «Impact of Artificial Intelligence on the UX of Contact Centers»

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