Energetik Industrie

Oxon & die Energieversorger

Wave
, Energetik Industrie
, Energetik Industrie
Ignitis bietet ihren Kunden Antworten auf all ihre Fragen zur Energieversorgung in Litauen. Die Gesellschaft ist entstanden aus dem Zusammenschluss von “Lietuvos energijos tiekimas”, “Gile” und “Litgas” zu einem Unternehmen.
1800 employees
110 Contact Center agents
Die Firma benutzt Oxon schon seit Jahren und es hat ihr geholfen, mehrere Abläufe zu verbessern und das Geschäft auf ein neues Niveau zu heben.

Kunden

2000000
pro Monat

Kunden

140
pro Agent pro Tag

Anrufe

105
pro Tag

Emails

35
pro Tag

Probleme

Die Firma war mit folgenden Problemen und Herausforderungen konfrontiert.
Integrate OXON call center and make it work with internal CRM and Data systems
Make communication in web-site
Customize and integrate chat-bot to Ignitis web-site
Create external support call centers, mostly for services telesales, arranging meetings and Computer Assisted Telephone Interview (CATI)
Centralized database system to have secure and consistent access to client data
Reduce operational costs

Lösungen

Die Lösungen von Oxon wurden bei jedem Problem entsprechend umgesetzt.
OXON contact center integration with back Ignitis systems
OXON contact center is one easy to use platform and can easily be connected with any other inside system. Ignitis uses inside CRM and database systems, OXON easily integrated those two systems to be useful in OXON contact center.
Integration of web-chat to Ignitis web site
Ignitis wanted to had communication inside their web site. OXON integrated their web-chat to OXON contact center to make communication easier between clients in web site and contact center. Web-chat has two main benefits: agents can consult more than one client in a time and web-chat collects leads emails, saves them in database and they can be used any time for any offer, promo or etc.
Chat-bot integration
Chat-bot integration was easy to set up when Ignitis web-chat was working properly. Before client is connected to live agent, client has to chat with bot. Chat-bot is able to answer about gas or electricity prices, register problems, services or other maintenance. Chat-bot of Ignitis decrease up to 30% of workload from agents.
Omni-channel
Functionalities of OXON contact center used by Ignitis: calls, emails, web-chat, chat-bot. Omni-Channel experience allows your customer to engage on their channel of choice.
Advanced reporting system
Reporting system is tool for leader, managers or heads of center. It allows to order any kind of statistics and information about Ignitis business. Leaders who has this tool can easily make automatic reports from systems and can choose any kind of statistics, information or other data and can choose when they want to have it. For example, once a day team leader of Igntis contact center can order to get all the statistics about NPS, everyday on selected time he will receive an email with chosen information. Bonus system can be uses to improve agent efficiency by keeping them challenging, OXON counts all the bonuses for Ignitis, agents can see about their bonuses in they desktop.
Customized OXON dynamic agent desktop
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. Ignitis uses dynamic agent desktop to see all the information about the client when they connect them. All the personal details, services in use, paid bill or incoming payments and other information about the client. This customized field help agent to solve problem way faster, he doesn’t have to search for information about the client while taking a call and agent’s efficiency increases at least 30%. When call handling time decreases the customer CSAT increases twice.
IVR set up and configuration for Ignitis
IVR is a telephony technology that can read a combination of touch tone and voice input. It gives users the ability to access a database of information via phone. A typical IVR system has several menus of prerecorded options that the caller can choose from. Client who is calling to Ignitis has to choose the purpose of his call: gas prices, electricity prices, “Sun parks” program, electricity for home, gas for home, gas for business, electricity for business and etc. When client choose all IVR options, but still needs agent to speak with, the agent who has most competency will answer the call to help client. After the chat agent can send sms or email to the client with all the prices, plans, services and etc.
Monitoring of active and queued calls and calls routing statistics
OXON has active and queued lines showing them the information about the SLA and other details in the bottom of desktop.
Ticketing system
Ticketing system allows agent to create tickets for client’s problems, services or other issues. Ignitis can assign tickets to themes, all themes save the same issue tickets or same services tickets. For example, all the Sun park orders will be in one theme assign folder and when Ignitis will have news or problems with that service they will send massive message for all the clients who is assigned to that theme. Ticketing system is also used for short time issues, when client has problem and connect to contact center, but agent couldn’t help him from the first talk, agent creates the ticket for the exact client problem. Ticket will be open until problem will be solved and agent will close the ticket by selecting call ending reason.

Ergebnisse

Nach erfolgreicher Implementierung wurden die folgenden Ergebnisse erzielt.
Tabelle
Vor OXON Mit OXON
Durchschnittliche Anrufbearbeitungszeit
430
s
420
s
Jährliche Betriebskosten des Contact Centers
1 100 000
860 000
Jährliche Betriebskosten des Contact Centers sinken
-
%
17
%
Auflösung des ersten Anrufs
79
%
81
%
E-Mail Erste Antwortzeit verringern
-
%
9
%
Beantwortete Anrufe innerhalb von 20s
92
%
93
%
Kundenfluss sinkt mit Chat-Bot
-
%
16
%
Durchschnittlich bearbeitete E-Mails
pro Tag pro Agent
34
36
Durchschnitt der bearbeiteten Anrufe
pro Tag pro Agent
78
103
Rückrufe beantwortet
84
%
98
%
Kunden-NPS
76
pt
80
pt
Ignitis mit Chat-Bot verringert etwa 16% des Kundenflusses von Live-Agenten. Etwa 22 Kunden pro Tag von jedem Agenten.
Overall benefits for the company
Der Leiter oder die Leiterin des Call Centers sieht alle Statistiken des Geschäfts, die Effizienz der Mitarbeiter, die Lösungsgeschwindigkeit der Probleme, die Hauptprobleme und die Gründe, warum die Kunden sie kontaktieren.
Main benefits for company
Kosteneinsparungen durch erhöhte Produktivität der Mitarbeiter/Agenten des Unternehmens (ca. 240 000 eur pro Jahr), erhöhte Kundenzufriedenheit.
Extra benefits
Wenn ein Agent ein Gespräch oder einen Chat mit einem Kunden beendet, kann er auswählen, warum er das Callcenter verbunden hat oder es dem Thema zuordnen. Die Themen werden aus Anrufen, Chats, E-Mails usw. gesammelt, alle Informationen sind für die Teamleiter, Manager oder andere Agenten sichtbar. Auf diese Weise kann das Unternehmen den Überblick über die häufigsten Fragen und auftretenden Probleme behalten.