Ticket Sales Industry

Oxon + Ticket Sales Industry

Wave
Ticket_case-study
Concert.u_case-study
Ticket Sale company has 36 offices in all over Ukraine with the head office in Kiev.
120 employees
35 Contact Center agents
The firm used Oxon for years and it helped to improve several issues as well as upgrade business to a new level.

Customers

250000
per month

Customers

110
per agent per day

Calls

70
per day

Emails

40
per day

Problems

The firm was faced with the following problems and challenges.
Concert.us needed modern CRM because of the following reasons:
Was using several different communication systems for different channels
There was no communication services in web-site
Reduce operational costs and inefficiencies
Need for a better management of customer support teams
Increase use of external support call centers, mostly for services telesales, arranging meetings and Computer Assisted Telephone Interviews (CATI)
Build interaction with clients, track feedback via customized surveys

Solutions

Oxon’s solutions were implemented to solve every issue.
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
CCalls are divided by Skill Based Routing system. When people are calling to Concert.ua IVR system they have to choose the purpose of the call based on the location and the question they have. This way the system transfers them to an agent who has the most competence in answering their question. For example, if the client is choosing a concert in Kiev option 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 choice the client is connected with a live agent or transferred to the next queue and has to choose one more option before connecting the agent.
OXON Contact Center
OXON connects all the channels and holds all customer communication history in one place. If concert.ua client connects by any of the channel the system will collect all the history of his orders, reports or other issues in the system's database. The contact center agents or team leaders will always have the information about the client unless he is connecting for the first time.
Web-chat integration
A Web-chat system allows users to communicate in real time while using easily accessible web interfaces. At the beginning customers will talk with a chat-bot. If they have common questions the chat-bot will be able to give them an answer. For example, the information about upcoming events. If the chat-bot does not have an answer or the issue is too difficult to solve the chat is continued with the live agent in real time chat.
Chat-bot integration
The most innovative tool in CRM at the moment. It allows you to save time recources, money and does not disturb a live-agent with common issues. It can track client services, give the information about upcoming events, available tickets, reservation, etc. If bot does not know the correct answer for the customer's problem or cannot help in other ways, it will connect the customer to the live-agent. The chat-bot can be customized by the company; it allows you to make the 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 track their agents’ efficiency, main problems, issues and any other difficulties that the company deals with everyday. It helps the company to keep building an interaction with clients and growing their CSAT or NPS.
Ticketing system
When an agent finishes a call or a chat with a client, he can choose why he was connecting the call center or assign it to the theme. The themes are collected from calls, chats, emails, 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 a single, easy-to-use interface, so the team will always have the data they require to resolve calls for the first time. The contact center of the company customized the desktop of the agent with a window that will show all the information about the client when he contacts the 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.

Results

After successful implementation the following results were achieved.
Table
Before OXON With OXON
Average of call handling time
200
s
170
s
Annual contact centre operational costs
470 400
434 000
Annual contact centre operational costs decrease
-
%
13
%
First Call resolution
76
%
82
%
Email First reply time decrease
-
%
10
%
Calls answered within 20s
76
%
82
%
Customers flow decrease with Chat-bot
-
%
19
%
Average of emails handled
per day per agent
36
41
Average of calls handled
per day per agent
45
57
Callbacks answered
31
%
46
%
Customer NPS
52
pt
57
pt
Overall benefits for the company
The head or lead of Call Center will see all the statistics of the business, employees’ efficiency, resolution speed of the problems, main issues and purposes why clients are contacting them. Agent Analytics improved, reduction in email tickets and sales increase expectation.
Main benefits for the company
Cost savings through increased productivity of company employees/agents (about 31 000 eur each year), improved Key Performance Indicators, increased customer satisfaction.
Chat-bot
With the chat-bot Concert.ua decrease about 19% of customer’s flow from live-agents. About 21 customers per day from only one agent.