Industria della vendita di biglietti

Oxon + Industria della vendita di biglietti

Wave
, Industria della vendita di biglietti
, Industria della vendita di biglietti
La societàTicket Sale ha 36 uffici in tutta l’Ucraina con la sede principale a Kiev.
120 employees
35 Contact Center agents
L’azienda ha usato Oxon per anni e ha aiutato a migliorare diversi problemi e a portare il business a un nuovo livello.

Clienti

250000
al mese

Clienti

110
per agente al giorno

Chiamate

70
al giorno

Email

40
al giorno

Problemi

L’azienda ha dovuto affrontare i seguenti problemi e sfide.
Lietuvos Paštas aveva bisogno di un moderno CRM per:
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

Soluzioni

Le soluzioni di Oxon sono state implementate di conseguenza ogni problema.
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.

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
200
s
170
s
Costi operativi annuali del centro di contatto
470 400
434 000
I costi operativi annuali del centro di contatto diminuiscono
-
%
13
%
Risoluzione della prima chiamata
76
%
82
%
Email Il primo tempo di risposta diminuisce
-
%
10
%
Risposte alle chiamate entro 20s
76
%
82
%
Il flusso dei clienti diminuisce con il Chat-bot
-
%
19
%
Media di email gestite
al giorno per agente
36
41
Media delle chiamate gestite
al giorno per agente
45
57
I richiami hanno risposto
31
%
46
%
NPS del cliente
52
pt
57
pt
Overall benefits for the company
Il capo o il responsabile del Call Center vedrà tutte le statistiche del business, l’efficienza dei dipendenti, la velocità di risoluzione dei problemi, le questioni principali e gli scopi per cui i clienti li stanno contattando, l’Agent Analytics migliorata, la riduzione dei biglietti e-mail e l’aspettativa di aumento delle vendite.
Main benefits for company
Risparmio di costi attraverso l’aumento della produttività dei dipendenti/agenti dell’azienda (circa 31 000 eur ogni anno), miglioramento dei Key Performance Indicators, aumento della soddisfazione del cliente.
Chat-bot
Concert.ua con il Chat-bot diminuisce circa il 19% del flusso di clienti dai live-agents. Circa 21 clienti al giorno da un solo agente.