Institución financiera gubernamental

Oxon + Industria financiera gubernamental

Wave
, Institución financiera gubernamental
, Institución financiera gubernamental
El INVEGA es una entidad financiera constituida por el Estado. Los principales objetivos de las operaciones de la entidad son los siguientes: prestación de servicios financieros, aplicación y administración de medidas de apoyo financiero y de otro tipo para las PYME.
60 employees
20 Contact Center agents
La empresa ha utilizado Oxon durante años y le ha ayudado a mejorar varios problemas, así como a elevar el negocio a un nuevo nivel.

Clientes

200000
por mes

Clientes

210
por agente y por día

Llamadas

110
por día

Emails

98
por día

Problemas

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
Increasing use of external support call centers, mostly for services telesales, arranging meetings and Computer Assisted Telephone Interview (CATI)

Soluciones

Las soluciones de Oxon se aplicaron en función de cada problema.
OXON contact center connects all communication channels
OXON connects all communication systems to one easy to use platform and decreases operational costs at least 20% per month.
Web-chat integration to INVEGA web page
A Web-chat system allows user to communicate in real time while using easily accessible web interfaces. When client tries to connect with live agent in web-chat at the beginning he will talk to chat-bot, if chat-bot wont helps him, or doesn’t know the answer to his question, the client will be transferred to connection with live agent. For example, client want to see the lowest price of the insurance, or see how much he has in his retirement fund.
Chat-bot
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.
Create customized surveys to interact customers
INVEGA 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.
OXON dynamic agent desktop increase agent’s efficiency
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. When INVEGA agent is connected with client, he will see all the information in data base in front of him. It allows agent to work more efficient and make deals done faster. The information about customer can be updated any time. Agent is able to make his first window look the way he wants, can customize features and tabs. If client connects the company for the first time in agent desktop appears empty window and agent has to fill up all the information about client to have data for the future calls.
Reporting system
Reporting system lets team leaders or head of the contact center to order any kind of information, data or statistics from OXON contact center system. It allows leaders to keep tracking their worker’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 for better management of customer’s flow
Ticketing system allows agents to assign all the connections to themes. For example: if client connect INVEGA to ask about retirement fund offer, it will be assign to retirement theme, if client calls for risk management it will be assigned for risk theme. If supporting agent isn’t able to solve problem in first connection the ticket will be created and open until the question or issue will be solved and closed by agent. After the connection agent is able to choose the ending reason and it can be attached to the theme.
Omni-channel: client chooses how to connect company
Omni-channel experience allows your customer to engage on their channel of choice. INVEGA is using those channels: calls, emails, web-chat with chat-bot.
Clients data collecting
The system will show all the services in use or used before of the exact client. Also it will be visible all the other personal information about the client in OXON dynamic agent desktop.
Clients history tracking
All client history is archived in OXON contact center. When client connects contact center the agent will see all the history of the client when he was connected with center, it doesn’t matter in what communication channel he was connected before, all the history will be visible.
OXON integration with INVEGA task management, data and clients lists systems
OXON contact center system is easy to integrate with any other system. INVEGA has business inside systems: data security system, tasks management and personal client information. As government institution INVEGA has to protect their all data, OXON was able to help in this case and created smooth integration with all of these INVEGA using inside systems to use them back to back in OXON contact center.
Set up IVR system
IVR system lets INVEGA to control the flow of calling customers to direct them to the agent who has most competency to help client in first call in short time. The calls are divided by Skill Based Routing system. INVEGA also uses the PBX strategy which allows client to connect same agent they were talking before, in case that agent is able to hang up in that time. If not, the clients will be connected to the agents from the line, who is able to help at that moment.

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
120
s
100
s
Costes operativos anuales del centro de contacto
905 000
880 000
Disminución de los costes operativos anuales del centro de contacto
-
%
6
%
Resolución de la primera llamada
82
%
90
%
Llamadas contestadas en 20s
71
%
92
%
El flujo de clientes disminuye con el chat-bot
-
%
17
%
Media de correos electrónicos gestionados
por día y por agente
79
88
Media de llamadas atendidas
por día y por agente
64
73
Respuestas a las llamadas
43
%
67
%
NPS del cliente
49
pt
73
pt
Cost savings
Ahorro de costes gracias al aumento de la productividad de los empleados/agentes de la empresa (unos 85.000 euros al año), mayor satisfacción de los clientes.
Chat-bot
El chat-bot disminuye alrededor del 17% del flujo de clientes de los agentes en vivo. Alrededor de 35 clientes al día de un solo agente.