Энергетическая промышленность

Оксон + энергетическая промышленность

Wave
, Энергетическая промышленность
, Энергетическая промышленность
Ignitis теперь является единым решением для всех энергетических целей. Эта компания объединила “Lietuvos energijos tiekimas”, “Gile” и “Litgas” в одну компанию.
1800 сотрудников
110 агентов Контакт-центра
Фирма использует Oxon уже много лет, и это помогло решить несколько проблем, а также вывести бизнес на новый уровень.

Клиенты

2000000
в месяц

Клиенты

140
на одного агента в день

Звонки

105
в день

Электронные письма

35
в день

Проблемы

Фирма столкнулась со следующими проблемами и трудностями.
Integrate OXON call center and make it work with internal CRM and Data systems
Make communication in web-site
Customize and integrate chat-bot to Ignitis web-site
Create external support call centers, mostly for services telesales, arranging meetings and Computer Assisted Telephone Interview (CATI)
Centralized database system to have secure and consistent access to client data
Reduce operational costs

Решения

Решения Oxon были реализованы соответственно каждому вопросу.
OXON contact center integration with back Ignitis systems
OXON contact center is one easy to use platform and can easily be connected with any other inside system. Ignitis uses inside CRM and database systems, OXON easily integrated those two systems to be useful in OXON contact center.
Integration of web-chat to Ignitis web site
Ignitis wanted to had communication inside their web site. OXON integrated their web-chat to OXON contact center to make communication easier between clients in web site and contact center. Web-chat has two main benefits: agents can consult more than one client in a time and web-chat collects leads emails, saves them in database and they can be used any time for any offer, promo or etc.
Chat-bot integration
Chat-bot integration was easy to set up when Ignitis web-chat was working properly. Before client is connected to live agent, client has to chat with bot. Chat-bot is able to answer about gas or electricity prices, register problems, services or other maintenance. Chat-bot of Ignitis decrease up to 30% of workload from agents.
Omni-channel
Functionalities of OXON contact center used by Ignitis: calls, emails, web-chat, chat-bot. Omni-Channel experience allows your customer to engage on their channel of choice.
Advanced reporting system
Reporting system is tool for leader, managers or heads of center. It allows to order any kind of statistics and information about Ignitis business. Leaders who has this tool can easily make automatic reports from systems and can choose any kind of statistics, information or other data and can choose when they want to have it. For example, once a day team leader of Igntis contact center can order to get all the statistics about NPS, everyday on selected time he will receive an email with chosen information. Bonus system can be uses to improve agent efficiency by keeping them challenging, OXON counts all the bonuses for Ignitis, agents can see about their bonuses in they desktop.
Customized 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. Ignitis uses dynamic agent desktop to see all the information about the client when they connect them. All the personal details, services in use, paid bill or incoming payments and other information about the client. This customized field help agent to solve problem way faster, he doesn’t have to search for information about the client while taking a call and agent’s efficiency increases at least 30%. When call handling time decreases the customer CSAT increases twice.
IVR set up and configuration for Ignitis
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. Client who is calling to Ignitis has to choose the purpose of his call: gas prices, electricity prices, “Sun parks” program, electricity for home, gas for home, gas for business, electricity for business and etc. When client choose all IVR options, but still needs agent to speak with, the agent who has most competency will answer the call to help client. After the chat agent can send sms or email to the client with all the prices, plans, services and etc.
Monitoring of active and queued calls and calls routing statistics
OXON has active and queued lines showing them the information about the SLA and other details in the bottom of desktop.
Ticketing system
Ticketing system allows agent to create tickets for client’s problems, services or other issues. Ignitis can assign tickets to themes, all themes save the same issue tickets or same services tickets. For example, all the Sun park orders will be in one theme assign folder and when Ignitis will have news or problems with that service they will send massive message for all the clients who is assigned to that theme. Ticketing system is also used for short time issues, when client has problem and connect to contact center, but agent couldn’t help him from the first talk, agent creates the ticket for the exact client problem. Ticket will be open until problem will be solved and agent will close the ticket by selecting call ending reason.

Результаты

После успешного внедрения были достигнуты следующие результаты.
Таблица
До ОКСОНА С ОКСОНОМ
Среднее время обработки вызова
430
s
420
s
Ежегодные операционные расходы контакт-центра
1 100 000
860 000
Ежегодное снижение операционных расходов контакт-центра
-
%
17
%
Разрешение первого звонка
79
%
81
%
Email Время первого ответа уменьшается
-
%
9
%
Ответы на звонки в течение 20 секунд
92
%
93
%
Снижение потока клиентов с помощью чат-бота
-
%
16
%
Среднее количество обработанных электронных писем
в день на одного агента
34
36
Среднее количество обработанных звонков
в день на одного агента
78
103
Ответы на обратные вызовы
84
%
98
%
Клиентский NPS
76
pt
80
pt
Игнитис с чат-ботом снижает около 16% потока клиентов от живых агентов. Около 22 клиентов в день от каждого агента.
Overall benefits for the company
Руководитель или лидер Call-центра будет видеть всю статистику бизнеса, эффективность работы сотрудников, скорость решения проблем, основные вопросы и цели, по которым клиенты обращаются к ним.
Main benefits for company
Экономия затрат за счет повышения производительности труда сотрудников/агентов компании (около 240 000 евро в год), повышение удовлетворенности клиентов.
Extra benefits
Когда агент завершает разговор или чат с клиентом, он может выбрать, почему он соединялся с центром обработки вызовов или отнести это к теме. Темы собираются из звонков, чатов, электронных писем и т.д., вся информация видна руководителям команд, менеджерам или другим агентам. Таким образом, компания сможет отслеживать наиболее распространенные вопросы и возникающие проблемы.