Branża sprzedaży biletów

Oxon + Przemysł sprzedaży biletów

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FirmaTicket Sale posiada 36 biur na terenie całej Ukrainy z główną siedzibą w Kijowie.
120 employees
35 Contact Center agents
Firma używa Oxona od lat i pomogło to poprawić kilka kwestii, jak również podnieść biznes na nowy poziom.

Klienci

250000
miesięcznie

Klienci

110
na agenta na dzień

Połączenia

70
na dzień

E-maile

40
na dzień

Problemy

Firma stanęła przed następującymi problemami i wyzwaniami.
Lietuvos Paštas potrzebował nowoczesnego CRM, aby:
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

Rozwiązania

Rozwiązania Oxon zostały wdrożone odpowiednio do każdego problemu.
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.

Wyniki

Po udanym wdrożeniu osiągnięto następujące wyniki.
Tabela
Przed OXON Z OXONEM
Średni czas obsługi połączeń
200
s
170
s
Roczne koszty operacyjne contact center
470 400
434 000
Spadek rocznych kosztów operacyjnych centrum kontaktowego
-
%
13
%
Rozstrzygnięcie na pierwsze wezwanie
76
%
82
%
E-mail Spadek czasu pierwszej odpowiedzi
-
%
10
%
Połączenia odebrane w ciągu 20s
76
%
82
%
Spadek przepływu klientów dzięki Chat-botowi
-
%
19
%
Średnia liczba obsłużonych maili
za dzień za agenta
36
41
Średnia liczba obsłużonych połączeń
za dzień za agenta
45
57
Odpowiedzi na pytania dotyczące wywołań zwrotnych
31
%
46
%
NPS klienta
52
pt
57
pt
Overall benefits for the company
Szef lub lider Call Center będzie widział wszystkie statystyki biznesu, wydajność pracowników, szybkość rozwiązywania problemów, główne problemy i cele, dla których klienci się z nimi kontaktują, poprawione Agent Analytics, zmniejszenie liczby biletów e-mail i oczekiwany wzrost sprzedaży.
Main benefits for company
Oszczędność kosztów dzięki zwiększonej produktywności pracowników/agentów firmy (około 31 000 eur każdego roku), poprawa kluczowych wskaźników wydajności, wzrost zadowolenia klientów.
Chat-bot
Concert.ua z Chat-botem zmniejsza o 19% przepływ klientów z live-agentów. Około 21 klientów dziennie od tylko jednego agenta.