Alquiler de coches

Industria de alquiler de coches Oxon +

, Alquiler de coches
, Alquiler de coches es una de las empresas de alquiler de coches más grandes de Ucrania. está trabajando en 6 ciudades diferentes de Ucrania.
45 employees
10 Contact Center agents
La empresa ha utilizado Oxon durante años y ayudó a mejorar varios problemas, así como a elevar el negocio a un nuevo nivel.


por mes


por agente por día


por día

Correos electrónicos

por día


La empresa se enfrentó a los siguientes problemas y desafíos.
Still using several different communication channels
There are no communication services in web-site
Customer engagement in online world is critical
Reducing operational costs and inefficiencies
Better manage customer support teams
Client isn’t able to communicate from web-site, hard to find information, slow reaction to customer questions


Las soluciones de Oxon se implementaron en consecuencia para cada problema.
Omni-channel integration
OXON contact center is Omni-channel system. communication channels in use: calls, emails, web-chat, chat-bot.
Integrate web-chat and chat-bot to wanted to have chat-bot to decrease workload from agents, but at first they needed web-chat to be integrated to their web site. After the integration of web-chat OXON integrated chat-bot. Chat-bot takes up to 30% workload from agents. When customer opens chat in website he will start with chat-bot. Bot will be able to give answers about: prices, car models company rents, locations where customer can take and leave the cars and etc. All the simple and common questions will be answered by chat-bot. If chat-bot didn’t help, customer will be connected to live-chat, where agent will answer to all the questions in real-time.
Increasing use of external support call centers, mostly for services telesales, arranging meetings and Computer Assisted Telephone Interview (CATI)
To increase CSAT and improve customer experience started to use OXON contact center, where agent can work faster and more efficiently, first reply time increases 100% at least and customers NPS for will increase at least 2%.
Increase agent’s efficiency with OXON contact center and decrease operational costs
OXON dynamic agent desktop pulls all your data into one easy-to-use interface, so the team always will have all the data they require to resolve calls for the first time. Cost savings through increased productivity of company employees/agents. When client is connecting company agent has all the information about client, free cars, their locations and etc. to give a fast answer to client. If client is already using their car agent will see all the information about that customer and will react fast if there some issues.
OXON contact center able leaders to follow all agents
OXON contact center lets leads of company to track their employees in real time. They can see how many customers was connected with agent, what issues had agent, or how many deals he closed in selected time. Team leader will see all the information in his own OXON dynamic team leader desktop.
Inbound calls will go through IVR system and will be divided by Skill Based Routing system
Calls are divided by Skill Based Routing system. People calling to in IVR system have to choose the purpose of their call based on the problem they have. For example they want to give back car in Kiev, then the client is calling to IVR center and choose the city and service he want to have. After this, he will be connected to an agent who is responsible for returns in Kiev. This way the system transfers them to an agent of his branch who has the most competency in resolving their issue. When agent finishes a call or chat with a client, he can choose why he was connecting the call center or assign it to the theme. The themes are collecting from calls, chats, emails and etc., all the information is visible for the team leaders, managers or other agents. In that way the company will be able to keep track of the most common questions and arising problems. The leaders can see what cars are most popular, what issues are happening mostly and etc.
Clients data collecting, priorities system
OXON data collecting. The head or lead of Call Center will see all the statistics of business, employees’ efficiency, resolution speed of the problems, main issues and purposes why clients are contacting them. This will help to grow experience of customers, to increase customer NPS and get strong as a company in car rental business.
External calls recording
All calls can be recorded in OXON contact center. Records will be saved to OXON database and will be visible in system for all agent, leaders and others who has access to OXON system.
Customized surveys for client after services used
OXON created customized messages to track feedback form clients. Customized surveys are send in email or SMS in a moment when agent or customer finishes the chat. Surveys can be customized any time, automatic surveys can be turned off, or can be configured to use like massive messages tool.


Después de una implementación exitosa, se lograron los siguientes resultados.
Antes de OXON Con OXON
Promedio de tiempo de manejo de llamadas
Costos operativos anuales del centro de contacto
144 000
120 000
Disminución de los costos operativos anuales del centro de contacto
Resolución de primera llamada
Disminución del tiempo de primera respuesta de correo electrónico
Llamadas respondidas en 20 segundos
Los clientes fluyen disminuyen con Chat-bot
Promedio de correos electrónicos manejados
por día por agente
Promedio de llamadas atendidas
por día por agente
Devolución de llamada respondida
NPS del cliente
Overall benefits for the company
El jefe o líder del Call Center verá todas las estadísticas del negocio, la eficiencia de los empleados, la velocidad de resolución de los problemas, los problemas principales y los propósitos por los que los clientes los están contactando.
Main benefits for company
Ahorro de costes gracias al aumento de la productividad de los empleados / agentes de la empresa (aproximadamente 25000 euros cada año), mayor satisfacción del cliente.
Extra benefits
Cuando el agente finaliza una llamada o chatea con un cliente, puede elegir por qué estaba conectando el centro de llamadas o asignarlo al tema. Los temas se recopilan de llamadas, chats, correos electrónicos, etc., toda la información es visible para los líderes de equipo, gerentes u otros agentes. De esa manera, la empresa podrá realizar un seguimiento de las preguntas más comunes y los problemas que surjan. con Chat-bot disminuye sobre 23% del flujo de clientes de agentes en vivo. Acerca de 35 clientes por día de un solo agente.