Running a call centre is considered one of the most challenging business environments when you have to put on countless outbound calls in order to generate a single lead and convert it.
Doing something like this takes a lot of investment in infrastructure as well as human capital in the form of training the right people and hoping they will understand how it is done.
It is quite difficult to stand out in this industry and balance operational efficiency and revenues while operating in the traditional model of utilising human customer calling executives.
Human agents have always been the heart and soul of customer calling but at a time when AI calling software solutions are revolutionising the call centre industry, would you still hold on to human capital?
If you are thinking the same thing then this blog is for you because we are going to compare AI vs human agents and find out which is the best option for business calls.
We will talk about the benefits of both human agents and the strengths that matter and also talk about how AI is revolutionising the industry.
So, let’s begin.
Human Agents: Strengths That Still Matter but With Exceptions
Emotional Intelligence & Empathy
Human agents have a lot of qualities and one of the most renowned is definitely going to be emotional intelligence as well as empathy.
This is because we are talking about humans and humans understand tone and they can even detect frustration and thereby adjust their approach according to the situation.
This can make the customer feel like they are being heard. However, not every human call centre executive will be able to master this and it only takes an expert.
Handling Complex & Nuanced Scenarios
When you look at million and billion-dollar deals they are almost always conducted by humans and these are complex and nuanced situations.
Humans are excellent when it comes to understanding needs and humans can initiate conversations that require judgement as well as improvisation and deep understanding of the situation and they can navigate complex areas quite well.
However not every human call centre executive will be an expert like that and even if you get yourself an expert like that, you simply do not need someone of that calibre when it comes to regular calling and lead conversion that is far less nuanced.
Building Trust & Rapport
Humans are well known for building trust and when it comes to a sales situation this builds confidence, especially in areas such as finance and insurance as well as other areas such as healthcare and legal.
When people feel like they are being heard they tend to trust the person as well as go through with the deal.
However, the same issue still exists in this situation as finding a call centre agent capable of building trust is rare and most of them will not be able to perform this.
AI Agents: Transforming Call Centers at Scale
Speed, Scale & Availability
One of the most common problems faced by the call centre industry is that there are just not enough human agents available all the time. Humans need breaks and you can only have so many of them employed.
With AI you do not have to worry about any of that and you can conduct calls 24 hours of the day and this high volume of outbound calling will naturally result in more conversions and it is just a game of numbers.
Lower Cost Per Call
The cost per call of utilising AI calling software vs human agents is just massive because, with a human agent, you need to pay them a salary.
Often the cost of running an AI calling software (capable of 1000s of calls) will be the same as the salary of a few human agents.
This means that you can conduct thousands of calls each month with AI agents at the cost of a few human employees. These numbers will help you understand the perspective of which is more efficient economically.
Accuracy & Consistency
Accuracy and consistency are two of the greatest advantages of AI agents simply because your AI agent is only going to get much more effective and accurate with each call and this means that the more calls it takes, the more accurate it becomes.
AI calling agents are never going to deviate from the script which means your brand messaging stays perfect all the time and they also do automatic data entry on the side just as the calls are going on.
Multilingual & Accent-Aware
Reputable AI calling software solutions are capable of supporting multiple languages while keeping in mind hundreds of regional accents and dialects.
This nuance is very important for trust building with the potential customer as they will feel like they are talking to someone they are familiar with and they will be more likely to invest in your business.
Seamless Integrations
AI platforms and calling software solutions can integrate with everything from your existing CRMs and ticketing systems as well as internal tools and they can work seamlessly on the cloud which means no infrastructure investments on your part. They can come as standalone software solutions, APIs or even web-based solutions.
So, What’s the Verdict? AI Still Leads
The verdict is very simple, with AI calling software solutions, you get speed and accuracy at a much lower cost.
While human calling agents are definitely good but there is no guarantee that every human agent on your team will be a 10 when it comes to conversions.
However, with an AI solution, you can have the peace of mind that all your AI agents are going to perform with the same level of accuracy.
The fact of the matter is that an AI calling solution is just more practical in this day and age where it is very unproductive to have hundreds of employees and pay them salaries and give them space to work and all of that hassle.
AI solutions on the other hand just need a screen to work on and not even the infrastructure as most are cloud-based and can run all day at a fraction of the cost.
Real-World Use Case Examples
Cold Calling Leads
If we talk about real-life use cases in the situation of cold-calling leads then the human agent is going to have low efficiency and there is always the risk of burnout. However, the AI agent can conduct hundreds of calls without any issue of burnout.
Survey Collection
Human agents are not really the best with survey collections simply because it is time-consuming and costly to have a human agent conducting surveys when they can be calling. With AI agents you can simultaneously continue the calling and also carry on the surveys.
Appointment Reminders
Human agents are already so busy with regular calling that it becomes quite impossible to follow up on appointments and also provide reminders to clients. With an AI agent, everything is completely automated and scheduled, so no missing out on follow-ups.
We hope you now understand the difference between human agents and AI agents and also understand how much of a difference AI can bring to the table.
If you are looking for one of the most reputed and industry-leading solutions when it comes to AI calling then we are here for you.
We present you CallMate. We are among the pioneers in the AI calling industry with a reputation for delivering the best B2B AI calling solution along with the added benefit of automated data entry.
CallMate is one of the most unique solutions when it comes to AI calling as it is a completely autonomous system that can make and take calls and ensure lead conversion.
We welcome you to visit our website and check out more details.
