Industria de la venta de entradas

Oxon + Industria de venta de entradas

Wave
, Industria de la venta de entradas
, Industria de la venta de entradas
La empresaTicket Sale tiene 36 oficinas en toda Ucrania, con la sede central en Kiev.
120 employees
35 Contact Center agents
La empresa utiliza Oxon desde hace años y le ha ayudado a mejorar varios aspectos y a elevar su negocio a un nuevo nivel.

Clientes

250000
por mes

Clientes

110
por agente y por día

Llamadas

70
por día

Emails

40
por día

Problemas

La empresa se enfrentaba a los siguientes problemas y retos.
Lietuvos Paštas necesitaba un CRM moderno para:
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

Soluciones

Las soluciones de Oxon se aplicaron en función de cada problema.
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.

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
200
s
170
s
Costes operativos anuales del centro de contacto
470 400
434 000
Disminución de los costes operativos anuales del centro de contacto
-
%
13
%
Resolución de la primera llamada
76
%
82
%
Correo electrónico Disminución del tiempo de primera respuesta
-
%
10
%
Llamadas contestadas en 20s
76
%
82
%
El flujo de clientes disminuye con el chat-bot
-
%
19
%
Media de correos electrónicos gestionados
por día y por agente
36
41
Media de llamadas atendidas
por día y por agente
45
57
Respuestas a las llamadas
31
%
46
%
NPS del cliente
52
pt
57
pt
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 principales problemas y propósitos por los que los clientes se ponen en contacto con ellos, la mejora de la analítica de los agentes, la reducción de los tickets de correo electrónico y la expectativa de aumento de las ventas.
Main benefits for company
Ahorro de costes gracias al aumento de la productividad de los empleados/agentes de la empresa (unos 31 000 euros al año), mejora de los indicadores clave de rendimiento y aumento de la satisfacción de los clientes.
Chat-bot
Concert.ua con Chat-bot disminuye alrededor del 19% del flujo de clientes de los agentes en vivo. Alrededor de 21 clientes al día de un solo agente.