Government Financial Institution

Oxon + Governmental Financial Industry

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Financial2_case-study
INVEGA_case-study
INVEGA is a financial entity incorporated by the State. The main objectives of the operations of the entity are as follows: provision of financial services, implementation, administration of financial and other support measures for SMEs.
60 employees
20 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

210
per agent per day

Calls

110
per day

Emails

98
per day

Problems

The firm was faced with the following problems and challenges.
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)

Solutions

Oxon’s solutions were implemented accordingly every issue.
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.

Results

After successful implementation the following results were achieved.
Table
Before OXON With OXON
Average of call handling time
120
s
100
s
Annual contact centre operational costs
905 000
880 000
Annual contact centre operational costs decrease
-
%
6
%
First Call resolution
82
%
90
%
Calls answered within 20s
71
%
92
%
Customers flow decrease with Chat-bot
-
%
17
%
Average of emails handled
per day per agent
79
88
Average of calls handled
per day per agent
64
73
Callbacks answered
43
%
67
%
Customer NPS
49
pt
73
pt
Cost savings
Cost savings through increased productivity of company employees/agents (about 85000Eur each year), increased customer satisfaction.
Chat-bot
Chat-bot decrease about 17% of customer’s flow from live-agents. About 35 customers per day from only one agent.