Financial Institution

Oxon + Financial Industry

Wave
Financial_case-study
Paysera_case-study
Paysera is a safe, cheap and easy way to perform payments and send or receive money online. Company is providing services in more than 180 countries.
600 employees
180 Contact Center agents
The firm’s used Oxon for years and it helped to improve several issues as well as upgrade business to a new level.

Customers

200000
per month

Customers

140
per agent per day

Calls

95
per day

Emails

45
per day

Problems

The firm was faced with the following problems and challenges.
Integrate OXON call center and make it work with internal CRM and Data systems
Still using several different systems to 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 team

Solutions

Oxon’s solutions were implemented accordingly every issue.
Customize OXON call center to make work with Paysera internal CRM and Data systems
Paysera as financial institution has high security data base and internal CRM system, OXON is able to integrate all those systems to work together, all the information inside those two systems will be visible in OXON dynamic agent’s desktop to improve agent efficiency and increase customer’s satisfaction.
Omni-channel: OXON connects all communications to one platform
Omni-channel lets Paysera use all communication channels in one easy to use OXON contact center. Paysera channels in use: calls, emails, web-chat.
Customize and integrate web-chat to Paysera’s pages
Paysera didn’t have any communication inside their web-site. OXON customized their owned web-chat and connected everything to work smooth via OXON contact center.
OXON contact center alerts, templates and calendar
OXON contact center lets company create as much as they want templates. Paysera created about 500 templates to make agents work more efficiently. An agent’s can share they workload with other contact center teams. Paysera has eight contact centers in Europe and when one center is loaded with clients, OXON lets easily to share the workload from one contact center to other, this action lets Paysera increase CSAT by increasing agent’s efficiency. OXON Calendar lets agents to make their own alerts, work lists and other important information to remember. Paysera is using this feature to remind all the agents about callbacks they have to do, the alerts are sent automatically every day to all the agents who work that day.
OXON dynamic desktop increases agent’s efficiency
OXON dynamic agents’ desktop lets agent to solve an issues faster when he sees all the information in front of him. This feature saves time when agent is in active chat. Agent will see all the information about client connection with contact center history, services he uses, all the credit and payments history and etc. If agent can’t solve the issue of client, he can transfer the chat to other agent or create a ticket and make and callback. Tickets are open until someone of agents solve it and closing them by choosing call ending reason.
Reporting system for leaders to track all the business statistics
Reporting system allows the leaders to track all the common statistics of business: how many sales agents did, what was the biggest issues that week, what NPS was that day, how many calls had the one contact center or etc. All the information can send automatically and directly to leader who ordered that information email. With this tools leaders will see most efficiently agents, bonus system can be used too.
Clients history tracking
Clients all history of chats is archived in OXON data base, all calls can be recorded and then can be listened by other agents or team leaders.
Clients data collecting
All data of clients is saved when agent enters all details about customer: Paysera is collecting all personal details about client, his bank account details, past services and other important information about the client.
Create automatic customized surveys
Paysera uses OXON customized messages to track their customer’s feedback. Surveys are send in emails or SMS in a moment when agent talks to clients and agent tags a call ending reason. Paysera is able to customize surveys any time, they can use them as massive messages tool too.

Results

After successful implementation the following results were achieved.
Table
Before OXON With OXON
Average of call handling time
280
s
245
s
Annual contact centre operational costs
2 667 000
2 340 000
Annual contact centre operational costs decrease
-
%
14
%
First Call resolution
82
%
90
%
Calls answered within 20s
75
%
82
%
Customers flow decrease with Chat-bot
-
%
16
%
Average of emails handled
per day per agent
43
45
Average of calls handled
per day per agent
70
85
Callbacks answered
83
%
100
%
Customer NPS
87
pt
92
pt
Overall benefits for the company
The head or lead of Call Center will see all the statistics of business, employees’ efficiency, resolution speed of the problems, main issues and purposes why clients are contacting them, Agent Analytics improved, reduction in email tickets and sales increase expectation.
Main benefits for company
Cost savings through increased productivity of company employees/agents (about 40000 eur each year), improved Key Performance Indicators, increased customer satisfaction.