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Inbound Calls

Inbound Calls for support

Wave
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Omni-Channel
Omni-Channel experience allows your customers to engage on their channel of choice
Dynamic agent desktop
Our dynamic agent desktop pulls all your data into one easy-to-use interface, so your team always has all the data they require to resolve calls for the first time
Real-time monitoring
Real time dashboards created by professional call centre managers to evaluate customer support effectiveness and agents work
Customer satisfaction surveys and NPS*
* NPS (Net Promoter Score)
Oxon customer satisfaction surveys and NPS measurements allow to track every call performance and improve CX understanding more deeply customers' needs and satisfaction.

Average calls

125
per agent everyday

Average ACW Time

15
seconds

Problem resolution

30
seconds

Customer NPS score

8 /10
pts
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Powerful Inbound Calls management

Our call processing solutions let you work with call recordings, real-time conversations and record deals. Voice call recordings tools ensure your QA process is locally and regionally compliant.
Wave

Better results

Increase in First Call Resolution (FCR) +75% 175%
175%
Increase in Net Promoter Score (NPS) +24% 124%
124%
Increase in agent productivity +55% 155%
155%
Reduction in Call Transfer Rate +32% 132%
132%

Customer loyality

Automatically measure customer loyalty and reduce churn through post-conversation surveys.

Oxon allows you to ask your customers about their conversation after a call sending a text message questioning things like: “Are you happy with the resolution of your problem?”, “Have you received a good customer experience?” and “How would you rate your call experience on a scale from 0 to 10?”

Wave

Full list of Inbound Call Centre Service features

Call termination
Ticketing system
Questionnaire forms
Customers redial functions
Centralized database system
Customer detail information
IVR - interactive voice transponder
Automatic call recorder
Distribution of calls and data by agent qualification
Advanced call controlling
Customer communication history
Situational management & agent cooperation
Multifunctional calls redirections to other agents
Queues
Different teams
Advanced reporting module
Data analysis
Proactive messages
NPS - net promoter score
Automatic emails and SMS after a conversation
Programmable call-out features
Automatic redial and voicemail