Where is robotic process automation technology going? The market for RPAs has only increased in recent years. And it is not for less, because the efficiencies it generates have allowed companies of all kinds to benefit from enormous savings in costs and time.

Sergio Pecos, Director of CX Transformation at Sitel Group Spain , offers us his point of view on automation and RPA processes, focusing on the customer experience. An industry in which the Sitel Group is a world leader, after more than 35 years and clients ranging from large Fortune 500 companies to locally innovative startups .

  1. Just a year ago you joined Sitel. What challenges and opportunities have you encountered in the customer experience sector in terms of RPAs technology?

It has been a very intense year as well as exciting. The first thing we did was create a reference Center of Excellence in the company. Not only in development, but also in the implementation of best practices and methodology. We got it to act as a channel for the analysis, search and prioritization of automation opportunities. To do this, we invested in training for different profiles and areas of the company, which allowed us to show the potential of this technology.

On the other hand, we develop the most suitable architecture for our business model. All this in a very turbulent year due to the pandemic, but on the contrary, it has required us to implement all this with great speed, since more than ever customers have asked us for efficiency and cost savings. To do this, RPA is a very powerful tool < / a> which can greatly optimize both internal and customer processes.

  1. One of the RPA trends this 2021 is hyper-automation , which aims to manage not only simple and low-value processes, but also complex tasks and even complete processes. Is this realistic?

Today the technology is mature enough to be able to tackle complex processes from start to finish. The ability to generate savings and reduce inefficiencies due to human errors is enormous.

  1. Are all processes automatable?

Virtually everything can be automated. It is possible to integrate with any tool, rely on AI engines, OCR, algorithms … But for me the real question is: should everything be automated? And the answer is no. Efficiency and maximum profit return must always be sought. Thus, a correct prior analysis, a good choice of opportunities and an optimal execution of the development — not only looking for efficiency, but also ease of maintenance and scalability — are essential.

  1. Sitel’s RPAs department is made up of former agents who have been trained in programming, automation and robotization. Do you think that the future of process automation and customer experience goes through the reconversion of profiles?

Obviously internal profiles are an advantage . Not only for the company because of the cost of hiring external profiles, but also because it offers a job opportunity to those agents with training in this field and who have not managed to develop a career. They must pass a series of filters and interviews, an intensive training period and training exams.