Ticketverkauf Industrie

Oxon + Ticketverkauf Industrie

Wave
, Ticketverkauf Industrie
, Ticketverkauf Industrie
Die FirmaTicket Sale hat 36 Niederlassungen in der ganzen Ukraine mit dem Hauptsitz in Kiew.
120 employees
35 Contact Center agents
Die Firma benutzt Oxon seit Jahren und es half, mehrere Probleme zu verbessern sowie das Geschäft auf ein neues Niveau zu heben.

Kunden

250000
pro Monat

Kunden

110
pro Agent pro Tag

Anrufe

70
pro Tag

Emails

40
pro Tag

Probleme

Das Unternehmen sah sich mit folgenden Problemen und Herausforderungen konfrontiert.
Lietuvos Paštas benötigte modernes CRM, um:
Still using several different communication systems for different channels
There are no communication services in web-site
Reducing operational costs and inefficiencies
Better manage customer support teams
Increasing use of external support call centers, mostly for services telesales, arranging meetings and Computer Assisted Telephone Interview (CATI)
Build interaction with clients, track feedback via customized surveys

Lösungen

Die Lösungen von Oxon wurden bei jedem Problem entsprechend umgesetzt.
Omni-channel
Omni-Channel experience allows your customer to engage on their channel of choice. In this case Concert.ua is using: calls, emails, social networks, web-chat and chat-bot.
Inbound calls divided by Skill Based Routing system
Calls are divided by Skill Based Routing system. When people calling to Concert.ua IVR system have to choose the purpose of their call based on the question and location they have. This way the system transfers them to an agent who has the most competency in answering their question. For example, if the client is choosing concert in Kiev option at the beginning the system will contact him to the agent who is responsible for Kiev events or have competency to give answers about that concert.
Interactive Voice Response (IVR)
If the client is calling to Concert.ua contact center has to choose from options at the beginning: choosing city, then concert, theater, conference and etc. or menu in English or Russian. After the choose the client is connected with live agent or transferred to next queue and have to choose one more option before connecting an agent.
OXON Contact Center
OXON connects all the channels and holds all customer communication history in one place. If concert.ua client connects any of the channels the system will collect all the history of his orders, reports or other issues in the systems data base. The contact center agents or team leaders will always have the information about his client if he isn’t connecting them for the first time.
Web-chat integration
A Web-chat system allows user to communicate in real time while using easily accessible web interfaces. At the beginning customers will talk with chat-bot, if they have common questions the chat-bot will be able to give them an answer. For example, about upcoming events, available tickets, reservation and etc. If chat-bot doesn’t have an answer or the issue is too big to solve it the chat is continued with live agent in real time chat.
Chat-bot integration
Most innovating tool in CRM at the moment. It allows to save your recourses of time, money and do not disturb live-agent with common issues. It can track client services, give answer for shipment or post location, sent you a bill, etc. If bot doesn’t know a correct answer for your problem or can’t help you in other ways, it will connect you to live-agent. The chat-bot can be customized by the company; it allows you to make bot program as smart as you want.
Reporting system
Reporting system allows team leaders or managers to order all the statistics and other information from OXON contact center. It lets team leaders to track their agent’s efficiency, track main problems, issues and any other difficulties that company deals with them everyday, it helps company keep building an interaction with clients and keep growing they CSAT or NPS.
Ticketing system
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 or most popular upcoming events.
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. The contact center of ticket sales company customized the desktop of agent with window that will show all the information about client when he contacts center. If the client is calling for the first time the agent will have to fill all required tabs while talking or after the chat.

Ergebnisse

Nach erfolgreicher Implementierung wurden die folgenden Ergebnisse erzielt.
Tabelle
Vor OXON Mit OXON
Durchschnittliche Anrufbearbeitungszeit
200
s
170
s
Jährliche Betriebskosten des Contact Centers
470 400
434 000
Jährliche Betriebskosten des Contact Centers sinken
-
%
13
%
Auflösung des ersten Anrufs
76
%
82
%
E-Mail Erste Antwortzeit verringern
-
%
10
%
Beantwortete Anrufe innerhalb von 20s
76
%
82
%
Kundenfluss sinkt mit Chat-Bot
-
%
19
%
Durchschnittlich bearbeitete E-Mails
pro Tag pro Agent
36
41
Durchschnitt der bearbeiteten Anrufe
pro Tag pro Agent
45
57
Rückrufe beantwortet
31
%
46
%
Kunden-NPS
52
pt
57
pt
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, die verbesserte Agentenanalyse, die Reduzierung der E-Mail-Tickets und die erwartete Umsatzsteigerung.
Main benefits for company
Kosteneinsparungen durch erhöhte Produktivität der Mitarbeiter/Agenten des Unternehmens (ca. 31 000 eur pro Jahr), verbesserte Key Performance Indicators, erhöhte Kundenzufriedenheit.
Chat-bot
Concert.ua mit Chat-Bot verringert ca. 19% des Kundenstroms von Live-Agenten. Etwa 21 Kunden pro Tag von nur einem Agenten.