Will Robots Take the Place of Humans in Back Office Centers?
Mention the word robot and most people see visions of robotic auto assembly lines pouring out cars day and night or terminator type machines bent on destroying the world. But a new type of robot is emerging; one that has no arms or legs, but can still perform the work of three or more human beings. Process robots or Robotic Automation refers to a type of automation where a computer manipulates application software the exact same way a user would. The real beauty of these robots is that they are not programmed by the IT department and don’t need a huge investment from an IT perspective. Business users can train process robots in much the same way a new employee would be trained to do a task or business process and this training typically takes the same length of time as a human user. And, because one robot can replace several human users, you have tremendous flexibility to manage peaks and valleys in workloads without worrying if your staffing levels are too high or too low.
A huge advantage of implementing robotic automation is the superior cost advantage it provides for highly repetitive work. Many firms sent routine repetitive work to offshore BPO centers to lower their costs but were plagued with issues such as cultural sensitivities, high re-work rates and fluctuating exchange rates. Robotic automation eliminates the need to send work offshore and actually provides a path to repatriate work previously outsourced, a smart political and financial move!
What types of industries and work processes are the best fits for this type of technology? Companies that have high volumes of routine back offices tasks with multiple internal touch-points, are excellent candidates for automation. Industries such as banking, utilities, insurance and telecommunications all have a significant volume of these back office tasks, all or most of which can be fully automated.
Robotic automation will reduce costs and improve quality but savvy companies are using it as a competitive differentiator in their markets. Imagine telling a prospect that you are capable of doubling or tripling your work output quickly and without a significant increase in overhead costs, it’s doubtful your competition can make the same claim. Robotic automation can give you the competitive edge you’ve been looking for, take the time to investigate the power it can bring to your company. Here at Virtual Operations U.S. we live and breath robotic automation everyday, if you would like to learn more about how this technology can jump start your business please drop us a note.