Sector de los viajes

Oxon + Industria de viajes

Wave
, Sector de los viajes
, Sector de los viajes
Novaturas es la mayor agencia de viajes de los países bálticos y trabaja desde hace 20 años.
400 employees
42 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

200000
por mes

Clientes

90
por agente y por día

Llamadas

70
por día

Emails

15
por día

Problemas

La empresa se enfrentó a los siguientes problemas y desafíos.
Better manage customer support team
There are no communication services in web-site
Increasing use of external support call centers, mostly for services telesales, arranging meetings and Computer Assisted Telephone Interview (CATI)
Still using several different systems for different communication channels
Reducing operational costs and inefficiencies
There is no client’s history of their travels
The outbound calls are still using old telephone lines
Smooth web-chat and chat-bot integration to Novaturas web
CSAT and NPS increase, show statistics data

Soluciones

Las soluciones de Oxon se aplicaron en función de cada problema.
OXON contact center
OXON connects all the channels to one easy to use platform and collects all the history of chats from all channels: calls, emails, web-chat and etc. In that way contact team of Novaturas will always have all the information they need and will be able to offer a deal or solve a problem much faster with all data in front of them. The team leaders or head of the center will see all the statistics: how each agent is working, how many deals they closed, how fast they react to problems, efficiency of team and etc. Reporting system will allow leaders to get reports any time they want, once or twice a weak, month or year. They also can choose what data they want to get; the information will be sent to their emails.
Web-chat
At first if client is connecting Novaturas web-chat he will talk to chat-bot. He will be able to ask about prices, travel destinations, special offer, last minute deals and etc. If chat-bot can’t give a final answer to client or can’t solve the other issues he will be automatically connected to live-agent to talk in real time.
Chat-bot
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 his trip information, time, sent you a payment 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.
Inbound and outbound calls, IVR, PBX, Skill Based Routing system
All inbound calls are divided by Skill Based Routing System, when people are calling to Novaturas IVR system, they have to choose in what purpose they are calling (check status of their incoming holiday, contact with his travel agent and etc.) If they are calling for second type the PBX system will already recognize their number and will connect them to the same agent as they have talked before, if that agent can’t talk at that moment system will connect client with random agent who will have all the information about customer. Outbound calls: There are 5 different calling types in OXON contact center: manual, semi automatic, automatic preview dialer, predictive dialer. There are possibilities to log all your sales orders during the call to our built-in CRM or send automatic SMS and Email after the call. Or smart campaigns such as configuring of automatic dialer modes, products, ordering and etc. With OXON outbound call system is easy to make offers for clients, do sales or marketing. Agents can send massive emails or SMS for costumers from lists created in OXON.
Recording of external calls
All Inbound calls can be recorded and agents or leaders can collect all that records. All records will be visible in history window.
Omni-channel
Omni-Channel experience allows your customer to engage on their channel of choice. In this case Novaturas are using: calls, emails, SMS, web-chat, chat-bot and social networks.
Reporting system, Monitoring of active and queued calls and calls routing statistics
Reporting System: The team leaders or head of the center will see all the statistics: how each agent is working, how many deals they closed, how fast they react to problems, efficiency of team and etc. Reporting system will allow leaders to get reports any time they want, once or twice a weak, month or year. They also can choose what data they want to get; the information will be sent to their emails.
Clients data collecting
OXON contact center collects all the data from all communication channels, the information can be seen by team leaders, or can be used on 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.) For example, in Novaturas agent desktop agent will see all the information about the client who is contacting him: past trips, age, travel type, preferred destinations and etc. All the information tab can be changed any time and team leader can change required line or fill the tab with new ones.
Create customized surveys track clients experience and satisfaction
Moreover, travel agency wanted to gather client’s feedback via customizable surveys and thus ensure high quality services delivery through the entire continuum. Surveys can be sent automatically via OXON outbound calls system. When agent finishes the chat the system automatically will sent the survey to client in SMS or email.

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
320
s
310
s
Costes operativos anuales del centro de contacto
540 000
500 000
Disminución de los costes operativos anuales del centro de contacto
-
%
7
%
Resolución de la primera llamada
59
%
67
%
Correo electrónico Disminución del tiempo de primera respuesta
-
%
17
%
El flujo de clientes disminuye con el chat-bot
-
%
16
%
Media de correos electrónicos gestionados
por día y por agente
18
25
Media de llamadas atendidas
por día y por agente
55
60
Respuestas a las llamadas
13
%
37
%
NPS del cliente
55
pt
63
pt
El jefe o líder del Call Center verá todas las estadísticas del negocio:
Employees’ efficiency
Resolution speed of the problems
Main destinations
Budgets
What clients want from agency, etc
y otra información con qué fines los clientes se ponen en contacto con esta agencia.
Ahorro de costes gracias al aumento de la productividad de los empleados/agentes de la empresa (unos 57.000 euros al año), mayor satisfacción de los clientes.
El chat-bot no sólo ahorra tiempo o dinero, sino que puede recopilar clientes potenciales y guardarlos para enviar ofertas directas a los clientes en privado.

Recoge alrededor del 5% de los clientes potenciales de todos los clientes que han utilizado un chat-bot.