Empresa de contabilidad

Oxon + la industria financiera y contable

Wave
, Empresa de contabilidad
, Empresa de contabilidad
Art-Lar Finance & Accounting es una empresa de servicios contables con sede en Armenia y proporciona servicios de contabilidad, jurídicos, de gestión de recursos humanos, de consultoría y soluciones 1C de forma puntual y precisa.
150 empleados
25 agentes de Contact Center
La empresa ha utilizado Oxon durante años y le ha ayudado a mejorar varios aspectos, así como a elevar el negocio a un nuevo nivel

Clientes

200000
por mes

Clientes

180
por agente y por día

Llamadas

84
por día

Emails

103
por día

Problemas

La empresa se enfrentó a los siguientes problemas y desafíos.
Provide 360 Degree View of Customer
Custom Billing Dashboard
Increase proactive and self-service customer interactions with chat-bot
Centralized database system
Real-time performance management solution to support customer service goals

Soluciones

Las soluciones de Oxon se aplicaron en función de cada problema.
Automated professionalism: use customer experience and chat-bot to offer optimal solutions
With ticketing system and assign themes to them company can easily track their customer experience and work on issues they have the most. Themes and tickets lets company always work on improving company’s clients experience. Leaders in statistics will always see why client are connecting them by which theme has most assigned chats. By this action chat-bot will be always improving to lower customer’s flow form agents. Chat-bot already decrease up to 30% customers flow form live agents, and always can be improved to solve the most common issues.
Chat-bot integration on website
Before chat-integration we had to improve web-chat functionalities in Art-Lar website. Chat-bot works for agents and only if he doesn’t know the answer or can’t solve the issue connects client to live-agent. For example, is chat-bot can’t answer about pricing for services of Art-Lar, the client didn’t understand the tab of price lists, and chat-bot doesn’t know how to solve it, he will connect live agent to the client in web-chat.
Ensuring maximum efficiency of operations
To ensure maximum efficiency operations to customer agent has all the information about client in front of him. OXON dynamic agent desktop helps to improve agent’s efficiency. It helps to decrease call handling time and increase customers experience, NPS and CSAT.
Roles and permissions managed through OXON
-
Desktop adapts and morphs depending on the call type
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. If client contacts the contact center of Art-Lar for the first time the agents must fill up all the information about client: personal details, services used, using or have interest, priority of the client and etc. After this action, when the same client connects to Art-Lar contact center, doesn’t matter in what communication channel, the agent will see all the information about that client in OXON dynamic agent desktop.
Automate application to minimize typing errors
All agents have ability to create their own messages templates or email signature. It allows to save time of agents and do skip the part of correcting they messages, all the agents try to work fast, so sometimes it happens that they make some mistakes while typing.
Contracts and fraud management
In OXON contact center there is an option to choose priority of the clients, it allows to control the main works and improve VIP customers experience for faster response. If client is dealing to reach sign a contract agent can assign him to theme, or create ticket. Ticket will let the agent keep tracking the progress of contract, agent can set alert for some actions to do not forget. Tickets will be open until the deal is done and until agent will close it.
Customer activity management
In OXON contact center agent can always track their client’s history, updated information, or using services. All the agent has the same access to check client’s connections history and etc.
OXON 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.

Resultados

Tras el éxito de la aplicación, se obtuvieron los siguientes resultados.
Tabla
Antes de OXON Con OXON
Promedio de tiempo de atención de llamadas
140
s
135
s
Costes operativos anuales del centro de contacto
340 500
290 000
Disminución de los costes operativos anuales del centro de contacto
-
%
17
%
Resolución de la primera llamada
74
%
82
%
Correo electrónico Disminución del tiempo de primera respuesta
-
%
17
%
Llamadas contestadas en 20s
60
%
83
%
Media de correos electrónicos gestionados
por día y por agente
20
25
Media de llamadas atendidas
por día y por agente
40
53
Respuestas a las llamadas
21
%
90
%
NPS del cliente
52
pt
79
pt
Overall benefits for the company
El responsable o jefe del centro de llamadas verá todas las estadísticas del negocio, la eficiencia de los empleados, la velocidad de resolución de los problemas, los principales problemas y los motivos por los que los clientes se ponen en contacto con ellos.
Main benefits for company
Ahorro de costes gracias al aumento de la productividad de los agentes de la empresa (unos 98.000 euros al año), aumento de la satisfacción de los clientes en un 67%.
Extra benefits
Cuando el agente termina una llamada o un chat con un cliente, puede elegir por qué estaba conectando el centro de llamadas o asignarlo al tema. Los temas que se recogen de las llamadas, chats, correos electrónicos, etc., toda la información es visible para los jefes de equipo, gerentes u otros líderes. De este modo, la empresa podrá hacer un seguimiento de las preguntas más comunes y los problemas que surjan.