Industrie de la vente de billets

Oxon + Industrie de la vente de billets

Wave
, Industrie de la vente de billets
, Industrie de la vente de billets
La sociétéTicket Sale possède 36 bureaux dans toute l’Ukraine, le siège social se trouvant à Kiev.
120 employees
35 Contact Center agents
L’entreprise utilise Oxon depuis des années, ce qui lui a permis d’améliorer plusieurs problèmes et de porter son activité à un niveau supérieur.

Clients

250000
par mois

Clients

110
par agent par jour

Appels

70
par jour

Emails

40
par jour

Problèmes

L’entreprise était confrontée aux problèmes et défis suivants.
Lietuvos Paštas avait besoin d’un CRM moderne pour :
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

Solutions

Les solutions d’Oxon ont été mises en œuvre en fonction de chaque problème.
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.

Résultats

Après une mise en œuvre réussie, les résultats suivants ont été atteints.
Tableau
Avant OXON Avec OXON
Temps moyen de traitement des appels
200
s
170
s
Coûts opérationnels annuels des centres de contact
470 400
434 000
Diminution des coûts opérationnels annuels du centre de contact
-
%
13
%
Résolution du premier appel
76
%
82
%
Diminution du temps de réponse du courriel
-
%
10
%
Appels traités dans les 20 secondes
76
%
82
%
Le flux de clients diminue avec le Chat-bot
-
%
19
%
Moyenne d'emails traités
par jour par agent
36
41
Moyenne des appels traités
par jour par agent
45
57
Réponses aux questions sur les rappels
31
%
46
%
NPS client
52
pt
57
pt
Overall benefits for the company
Le chef ou le responsable du centre d’appels verra toutes les statistiques de l’entreprise, l’efficacité des employés, la vitesse de résolution des problèmes, les principaux problèmes et les raisons pour lesquelles les clients les contactent, l’amélioration de l’analyse des agents, la réduction des tickets d’email et les prévisions d’augmentation des ventes.
Main benefits for company
Réduction des coûts grâce à l’augmentation de la productivité des employés/agents de l’entreprise (environ 31 000 euros par an), amélioration des indicateurs clés de performance, augmentation de la satisfaction des clients.
Chat-bot
Concert.ua, grâce au robot de chat, a réduit de 19 % le flux de clients provenant des agents en direct. Environ 21 clients par jour avec un seul agent.