Industria dei viaggi

Oxon + Industria dei viaggi

Wave
, Industria dei viaggi
, Industria dei viaggi
Novaturas è la più grande agenzia di viaggi nei paesi baltici e lavora già da 20 anni.
400 employees
42 Contact Center agents
L’azienda ha usato Oxon per anni e ha aiutato a migliorare diversi aspetti e a portare il business a un nuovo livello.

Clienti

200000
al mese

Clienti

90
per agente al giorno

Chiamate

70
al giorno

Email

15
al giorno

Problemi

L’azienda ha dovuto affrontare i seguenti problemi e sfide.
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

Soluzioni

Le soluzioni di Oxon sono state implementate di conseguenza ogni 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.

Risultati

Dopo un’implementazione di successo sono stati raggiunti i seguenti risultati.
Tabella
Prima di OXON Con OXON
Media del tempo di gestione delle chiamate
320
s
310
s
Costi operativi annuali del centro di contatto
540 000
500 000
I costi operativi annuali del centro di contatto diminuiscono
-
%
7
%
Risoluzione della prima chiamata
59
%
67
%
Email Il primo tempo di risposta diminuisce
-
%
17
%
Il flusso dei clienti diminuisce con il Chat-bot
-
%
16
%
Media di email gestite
al giorno per agente
18
25
Media delle chiamate gestite
al giorno per agente
55
60
I richiami hanno risposto
13
%
37
%
NPS del cliente
55
pt
63
pt
Il capo o il responsabile del Call Center vedrà tutte le statistiche del business:
Employees’ efficiency
Resolution speed of the problems
Main destinations
Budgets
What clients want from agency, etc
e altre informazioni su quali scopi i clienti contattano questa agenzia.
Risparmio di costi attraverso una maggiore produttività dei dipendenti/agenti dell’azienda (circa 57000 eur ogni anno), maggiore soddisfazione del cliente.
Il chat-bot non fa solo risparmiare tempo o denaro, ma può effettivamente raccogliere lead e salvarli per inviare offerte dirette ai clienti in privato.

Raccoglie circa il 5% dei lead dei clienti da tutti i clienti che hanno usato un chat-bot.