Industria delle telecomunicazioni

Oxon + Industria delle telecomunicazioni

Wave
, Industria delle telecomunicazioni
, Industria delle telecomunicazioni
ER-Telecom è una compagnia di telecomunicazioni con sede in Russia, che fornisce servizi di linea fissa, banda larga e telefonia mobile.
35 000 employees
300 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

7000000
al mese

Clienti

190
per agente al giorno

Chiamate

100
al giorno

Email

94
al giorno

Problemi

L’azienda ha dovuto affrontare i seguenti problemi e sfide.
Lietuvos Paštas aveva bisogno di un moderno CRM per:
To have secure and consistent access to client data
Optimise use of all staff resources resulting in increased efficiency and profitability
Increase proactive and self-service customer interactions
Centralized database system
Build interaction with clients, track feedback via customized surveys
Reducing operational costs

Soluzioni

Le soluzioni di Oxon sono state implementate di conseguenza ogni problema.
Omni-Channel experience allows your customer to engage on their channel of choice
Omni-Channel experience allows your customer to engage on their channel of choice. In this case ER-Telecom is using: calls, emails, social networks, web-chat and chat-bot.
OXON dynamic agent desktop pulls all channels into one easy-to-use window
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. ER-Telecom is using OXON dynamic desktop to have all the information about their client in front of them. When client is connecting with contact center the agent will see: all the personal information, services in use, services used, payments, debts and etc. All the information was transferred from pervious data system and now it works back with OXON. In case the new client is calling, or gets a call from agent, the agent will have empty tab to fill the required information, all the information is saved in data-system and will be shown to other agent too.
Diverting calls according
Calls are divided by Skill Based Routing system. People calling to IVR system have to choose the purpose of their call based on the problem they have. This way the system transfers them to an agent who has the most competency in resolving their issue. When client is calling to ER-Telecom contact center the IVR system lets them choose the purpose of their call, in that way the customer is diverted to an agent who can react and solve his problem fast, or can answer to questions much faster with the load of information he has and the competence he owns for that issue. If that agent couldn’t help the client agent can divert him to other agent in just one click.
Detail customer information data collecting and analysis on all channels
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 leaders of contact center had an option to download any information they want: monthly employee’s efficiency, weekly efficiently, sales made that month and etc. All this information can be download by using Reporting System. All the information will be sent in email, on Excel file.
Automated 24/7 support 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. When client opens web-chat in web site he will be automatically connected to chat-bot. Chat-bot will be customized by the ER-Telecom company and will be as unique as they want, he will be able to answer any common answers, for example: price of mobile plans, new phone possibilities, slow internet issues, how much they have to pay and etc. Only when chat-bot can’t help client to solve the issues or answer to his questions, the live agent will be connected to the client and will resume the chat. ER-Telecom with chat-bot decreased about 21% of customer’s flow from live-agent. Its about 40 clients from only one live-agent per day.
Advanced reporting module
The leaders of contact center had an option to download any information they want: monthly employee’s efficiency, weekly efficiently, sales made that month and etc.
Outbound calls for sales, surveys, or update customer information
Outbound calls can be used for sales, marketing, surveys and etc. 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. There are 5 different calling types in OXON contact center outbound calls: manual, semi automatic, automatic preview dialer, predictive dialer.
Evaluation of customer service quality by automatically sending a message after the conversation
Programmable redial and voicemail
IVR is a telephony technology that can read a combination of touch tone and voice input. It gives users the ability to access a database of information via phone. A typical IVR system has several menus of prerecorded options that the caller can choose from. If the client is calling to ER-Telecom contact center has to choose the purpose why he is calling in that way, he will be connected to the agent with most competency to answer it, if the contact center is not working at that moment the voice mail will give the answer for client and will save the number for call back.
Real-time live chat integration on website
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 issues the chat-bot will be able to give them an answer. 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.

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
180
s
170
s
Costi operativi annuali del centro di contatto
5 043 400
4 470 000
I costi operativi annuali del centro di contatto diminuiscono
-
%
16
%
Risoluzione della prima chiamata
92
%
97
%
Email Il primo tempo di risposta diminuisce
-
%
14
%
Risposte alle chiamate entro 20s
75
%
83
%
Media di email gestite
al giorno per agente
60
63
Media delle chiamate gestite
al giorno per agente
80
86
I richiami hanno risposto
19
%
21
%
NPS del cliente
53
pt
66
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.
Main benefits for company
Risparmio di costi grazie all’aumento della produttività degli agenti dell’azienda (circa 85 000 eur ogni anno), aumento della soddisfazione dei clienti del 67%.
Chat-bot
ER-Telecom con il Chat-bot diminuisce circa il 28% del flusso di clienti dai live-agent. Circa 56 clienti al giorno da un solo agente.